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Reintroduction of services


Coronavirus (COVID19) 

Last updated 6th July 2020

The safety and wellbeing of our tenants, colleagues and contractors remains our number one priority and we understand that many of you will have growing concerns around the Coronavirus Pandemic. We want you to know that Community Gateway are taking measures to minimise the disruption of our services and the potential spread of the virus to our tenants, staff and contractors. We are constantly monitoring this situation and will continue to follow the latest advice and guidance as provided by the Government.

Following the announcement on 23rd March 2020 by the Prime Minister, we regret to announce that we will be closing our head office at Harbour House and providing essential services only.

These comprise of: emergency repairs, our Supportline service and any work that ensures we remain compliant under health and safety regulations. We will also be restricting access to our playgrounds and erecting signage to remind people to act responsibly and keep a safe distance of 2m from others. Social distancing is crucial to combat Coronavirus. The safety of our colleagues and customers is paramount and it is clear we must all take stringent action to prevent the spread of this disease.

If you wish to report an emergency repair, or have a question not covered on our Frequently Asked Questions section on our dedicated Coronavirus website page, please go online at or call us free on 0800 953 0213 or 01772 268000 (opening hours 8.30am to 5pm). Please note we will not be able to transfer calls to other teams, so will have to arrange call backs. 

In line with government guidelines to support both our customers and colleagues we are currently only completing emergency repairs. If you have already reported a repair it will be assessed and if it is an emergency at this time it will be completed. Any new repairs will only be taken if they are an emergency. We will advise customers when full service resumes at which point you can then contact us with your repair.

Given the current, ongoing situation with Coronavirus, we ask that any tenants requesting emergency repairs, to please follow social distancing measures when we are visiting your home. We ask that you also notify Community Gateway if you or anyone in your household:

  • Are self-isolating
  • Have been in contact with someone who has been diagnosed

The best way to do this is by calling our Customer Services team on 0800 953 0213. 

SHELTERED HOUSING - It is very important that our sheltered customers who have morning calls let us know if they are not going to be in. To help us to help you through this difficult time we need to support each other, if you are not going to be in please let us know, this will enable us to visit other people who may be in urgent need of our help.

As this is an evolving situation we will be updating our website and social media over the coming weeks and months. We will use our website, Facebook and Twitter pages to keep you informed.

You can read all about the Coronavirus and learn how to spot the signs and symptoms by visiting the Government website. This information changes frequently so we suggest you check this webpage regularly.