COVID19 Coronavirus update

This page gives customers information about how we’re managing our services at Thirteen as we respond to COVID-19 – also known as Coronavirus.



We’re continuing to adapt and put plans in place as the situation changes and we’ll update this page with any significant changes in services.

We know that COVID-19 is making this a difficult time for everyone but you can still rent a home from us and we’re still here to help and support customers.

We’re continuing to monitor the daily updates on COVID-19 from the government and the NHS, as well as following advice from Public Health England.

If you contact us, please don’t be concerned if we ask you if anyone in your household is currently self-isolating due to COVID-19, if you’ve been advised to by your GP or the NHS, or you’ve been diagnosed.

If you’re self-isolating or you’ve diagnosed and haven’t been in touch with us, please let us know immediately by calling 0300 111 1000.

This is just so we can work with you to help protect everyone as much as possible and help prevent the spread of the virus.

COVID-19 response

Thirteen's services

We have had to make a number of changes to our services including lettings, gas servicing, electrical checks and repairs services.

For the latest on all of our services, please have a look at the frequently asked questions section on this page.

Property lettings

From 1 June, we’ve begun to rent out homes again. You can bid for and view a property, but we’re going to be doing things a bit differently to help keep our customers and colleagues safe. For the time being, we’ll be carrying out unaccompanied viewings on homes - you can find out more in a special video update.

Please bear in mind that the restrictions on letting homes during lockdown have left us with a backlog of applications, but we’ll be working through these as quickly as possible.

Paying rent

We understand that you might be worried about what the COVID-19 virus outbreak means for your income, home and your ability to pay your bills.

Customers still need to continue paying their rent, but if you’re struggling we have a range of help available for you.

People won’t lose their home during this unprecedented period, so while we still need to charge rent, during this time we won’t evict anybody whose ability to pay is affected by the COVID-19 virus.

If your circumstances haven’t changed, please just carry on paying your rent as normal.

But if you’re struggling, please let us know as soon as possible. Our money advice team will help you with an alternative agreement about paying your rent.

The sooner we know, the sooner we can find a solution for you, so if you need help please contact:

Office closures

To ensure we protect our customers and colleagues as much as possible, we’ve had to take the decision to close our offices and customer service points and move to provide emergency repairs only.

But we’re still delivering services and there are plenty of other ways for you to get in touch with us:

Our out-of-hours team will also be available between 5pm and 8am for you to report emergency repairs and alarm calls only on 0300 111 1000.

Information for customers in high-rise buildings

COVID-19 response

Frequently asked questions

We’ve come up with a list of frequently asked questions about COVID-19, so please read them carefully.

COVID-19 response

General advice

The main thing you can do to take care and protect yourself and others is by making sure you follow the government guidance on hygiene.

This includes washing your hands properly with soap and water, immediately throwing away used tissues and taking extra care when you cough or sneeze. You can find the government’s guidance below:

COVID-19 response

Support in your community

Help for Stockton residents

Charity support group Catalyst has developed a new team to support Stockton residents during the COVID-19 Coronavirus outbreak.

Catalyst’s COVID Community Support Team will arrange help for vulnerable and elderly people in Stockton with things like food shopping and picking up prescriptions. They will also make sure that people who are self-isolating, worried or lonely, get the right support they need.

If you think you might need support, get in touch with Catalyst seven days a week, 8am - 6pm at: tel 01642 524500 or email:

Anyone over the age of 50 in the Stockton on Tees area that's struggling to get shopping, picking up prescriptions or needing referrals to health professions such as carers can also contact Five Lamps by calling 01642 608316 or emailing  


Help for Middlesbrough residents

You can find help available for people living in the Middlesbrough Council area.

Help for Hartlepool residents

You can find help available for people living in the Hartlepool Council area.

Help for Sunderland residents

People living in Sunderland can find support by visiting Sunderland City Council's website.

COVID-19 response

Useful links

Symptoms of COVID-19 and how to avoid it on the NHS website.

Use the 111 online COVID-19 service if you feel you need medical help.

Guidance on how the UK is affected by COVID-19 is updated daily and is the best source of reliable information.

Government guidance for landlords and tenants.pdf

Stay safe and keep an eye on this webpage for more updates.