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Help for Communities: Grampian Coronavirus Assistance Hub

Free phone with lines open 8am - 6pm Monday to Friday, 10am to 2pm weekends) provides people across Aberdeen, Aberdeenshire and Moray with information on how to access social, practical and emotional support on Coronavirus (Covid-19).  Contains links to the latest advice from a range of partners including all three local authorities, Police, Health, Red Cross, volunteers and community information.



Following Scottish Government Guidance, the following updates are available.

From 9 August 2021, Scotland has moved out of the Levels System.  For more information click here.

If you need to contact us you should call 01224 202900 or email info@grampianhousing.co.uk and one of our Customer Service Officers will help you.


We Are Here for You - read a message to tenants and customers from our Chairman and Chief Executive (24/02/2021).

Neighbourhood Officers

Our Neighbourhood Officers will continue to offer doorstep visits if able, but please call or email where possible.  We can also offer a video calling service.  In the first instance please email info@grampianhousing.co.uk or call 01224 202900.

Money and Benefit Advice / Housing Support and Energy Advice

The tenancy sustainment teams are continuing to provide money, benefit and debt, housing support and energy advice through a telephone service.  They can collect/drop-off documentation and provide outdoor/home visits where it is deemed essential.  A full risk assessment will be carried out and hygiene rules must be applied. 

In addition, ASSIST housing support workers will recommence outdoor/indoor visits where necessary and in line with Health Protection Scotland Guidance.  

SMART and ASSIST clients will also have the option of calls by video conference. 

Housing Allocations

General lettings started again at the end of June 2020.  These are being done safely with the following protocol in place:

• Pre-lettings work is being carried out remotely by email/phone;
• Prospective tenant contacted prior to signing to ensure they are not self isolating or have any Covid-19 symptoms;
• Risk assessment undertaken;
• Appropriate safety measures taken at signing

As restrictions are lifted we intend to carry out virtual viewings as well as continuing with the processes above.

Mutual Exchanges

Applications for Mutual Exchanges are now being accepted. 


As of 19 July 2021 following the move to Level 0 in the Scottish Government's Covid-19 protection levels all reactive repairs, cyclical maintenance and planned maintenance works will continue with Covid safe measures in place.

However following Brexit and Covid-19 there are shortages in some building materials which may impact on target timescales for some works.

If this supply problem continues, we may have to restrict some non-essential works or repairs until common builders materials like cement and timber stocks are available again.

If you have experienced a delay with a recent repair please contact Grampian Housing on 01224 202900 or your Neighbourhood Officer who can liaise with the contractor and update you on the status of your repair, thank you for your understanding during this unprecedented time.


TLC operations have resumed.

Housing Applications

From March 22 2021 These Homes opened for registration at www.thesehomes.com.  For more information on These Homes click here.


If you need to make a payment and are able to make it online with your Allpay card please visit www.allpayments.net/allpayments/. Alternatively please call us on 01224 202900 and a Customer Service Officer will take your payment.

New Arrears Procedure

If we are taking action because you are in rent arrears, a new pre Notice of Proceedings (NOP) letter will be issued giving advice on COVID-19, signposting and support available. 

NOPs will be hand delivered by one staff member.  Cards will also be left urging customers who are in arrears to contact Grampian Housing Association.  Staff may also knock at your door but will not discuss anything unless there is a safe private area.

Anti-social behaviour/serious arrears cases

Video calls will be encouraged until home visits are deemed safe.

General Enquiries

For any other queries please visit the Contact Us section on our website to get in touch or call 01224 202900.

Changes to Income

We understand any changes to income can be worrying so the following websites provide more information on help available: 

GOV.UK guidance for employees/self employed: https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19/covid-19-guidance-for-employees

You may be entitled to claim Universal Credit which includes support for housing costs, if eligible. The following website provides further information on applying for Universal Credit https://www.gov.uk/universal-credit

If you are getting Housing Benefit or Universal Credit but still can't afford to pay your housing costs, you may be eligible for a Discretionary Housing Payment (DHP).  Further information on DHPs and how to apply is available at https://www.mygov.scot/discretionary-housing-payment/

You may be able to get support with emergency living costs through the Scottish Welfare Fund.  Further information on how to apply is available at https://www.mygov.scot/scottish-welfare-fund/crisis-grants/

Entitled To online benefit calculator: https://www.entitledto.co.uk/

Energy Supply

If you are concerned about your bills going up due to being home more often then Energy Action Scotland have provided some energy saving tips https://www.eas.org.uk/en/coronavirus_56247/

We have an in-house Energy Adviser who you can contact on 07495 706893 (Mon - Wed) or email energy@grampianhousing.co.uk for general advice.

If you have a pre-payment meter where possible you should try to keep this topped up in case you can’t get out to top up your meter due to self-isolating for 14 days.

If you have a pre-payment meter and can’t top up your meter due to self-isolating you should contact your energy supplier straight away. Each supplier will provide different help but it could include:

Having funds added to your meter credit.

Having a preloaded gas or electricity card sent to you in the post.

Utilita:   https://utilita.co.uk/ T: 0345 207 2000

Your supplier will be able to provide you with more help available.  Please be aware energy suppliers are asking for emergency enquiries only by telephone so use their website or online chat where available:

SSE:    https://sse.co.uk/home; 0345 026 2658 – Customer service; 0345 071 9852 – Priority service

E-on:    https://www.eonenergy.com/; 0345 303 3040

N-Power: https://www.npower.com/; 0330 100 3000

British Gas: https://www.britishgas.co.uk/; 0330 100 0303

EDF: https://www.edfenergy.com/; 0333 200 5100

Bulb: https://help.bulb.co.uk/hc/en-us; 0300 30 30 635

Communal Cleaning and Gardening

Our Facilities Teams are carrying out normal cleaning duties whilst observing social distancing.

In Moray the estate caretakers are also carrying on with their services whilst observing social distancing.  In all areas this includes the resumption of our assisted garden maintenance scheme for vulnerable tenants.

Our Property and Estate Management Officers are carrying out monthly inspections of communal cleaning and open space maintenance work whilst observing social distancing.  Please e-mail factoring@grampianhousing.co.uk or call 0300 123 9279 should you wish to contact the Property and Estate Management Officer for your scheme. Please be aware that certain tasks are taking longer to carry out than usual. 
Customers are asked not to approach our operatives directly but to contact the office via email or phone to report any issues.
Repairs: Our full repairs service has resumedwith Covid safe measures in place.  If you wish to report a repair to your communal area, please contact our Customer Response Unit on 01224 202900 and one of our Customer Service Officers will be able to help you.

Our Contractors:

Roy Cowie (our grounds maintenance contractor) is back on site observing social distancing but providing much needed services to keep our open spaces tidy and our grass cut.

Really Wheelie (bin cleaning) and Sparkle (window cleaning), who travel seperately, have confirmed they will continue with their services.

Our Fire Protection contractor is carrying out servicing & inspections and communal repairs as normal.

If you have any queries not addressed here please let us know by emailing communications@grampianhousing.co.uk


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