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Help for Communities: Grampian Coronavirus Assistance Hub

New phoneline 0808 196 3384 (8am - 8pm, 7 days a week) provides people across Aberdeen, Aberdeenshire and Moray with information on how to access socail, 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.

Message to tenants

We acknowledge the current situation is unsettling and that Coronavirus (Covid-19) will have a financial and physical impact our tenants. The information is changing almost daily, but please be assured that we will continue to monitor this and share and update tenants as we become aware of the help and support available.

We recognise that you may need our support and may wish to contact us to discuss your current circumstances. In view of the announcements from the Prime Minister and First Minister to stay home to save lives and protect the NHS, our staff are now working from home to ensure that we can continue to provide limited services but response times for enquiries may be slower.

We ask that you bear with us during this time as phone lines will be busier but we will try to support tenants where we can. We have provided some information below which may help answer queries you have:

If you need to contact us you should call 0300 123 9279 and one of our Customer Service Officers will help you.  Should you have difficulty accessing this number, please email info@grampianhousing.co.uk


Housing Officers / Neighbourhood Officers

Our Housing Officers / Neighbourhood Officers are offering a phone service for enquiries but visits will only be carried out if an emergency occurs. In the first instance please email info@grampianhousing.co.uk or call 0300 123 9279.

Money and Benefit Advice / Housing Support and Energy Advice

The tenancy sustainment teams will continue to provide money, benefit and debt, housing support and energy advice through a limited phone service.

Housing Allocations

We are currently only able to prioritise urgent cases to assist in preventing homelessness.

Mutual Exchanges

Unfortunately we are not accepting any applications for mutual exchanges at the present time.


We will be carrying out emergency repairs only. If you have an emergency repair, please contact the Customer Response Unit on 0300 123 9279 and one of our Customer Service Officers will help you.


If you were scheduled for a kitchen or bathroom upgrade these have been put on hold meantime.

Housing Applications

HomeHunt is continuing to register new applicants and assessing priority passes. Please contact HomeHunt on 01224 628101 or email homehuntnes@castlehillha.co.uk.


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 0300 123 9279 and a Customer Service Officer will take your payment.

General Enquiries

For any other queries please visit the Contact Us section on our website to get in touch or call 0300 123 9279.

Staff Contact List

Click here to download our Staff Contact List but please note that mobile numbers are only available Monday - Thursday (9am - 5pm) and Friday (9am - 4pm).

If we become short staffed, we may not be able to provide the above services but we’ll keep you updated through our website and Facebook page.

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 Mobile Cleaning Team will continue to provide a service for your development but on a reduced frequency while ensuring that they comply with Government guidance and social distancing requirements.

They will focus attention on the touch points which include handrails, door entry systems, lifts inside and out (where applicable), front doors, door handles etc.  They have also increased the strength of their disinfectant & anti-bacterial wash and will be wearing personal protective equipment (PPE) during their visits.  They will also travel seperately.

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 offering a phone service for enquiries but visits will only be carried out if an emergency occurs.  Please e-mail factoring@grampianhousing.co.uk or call 0300 123 9279.

Repairs: we will be carrying out emergency repairs only.  For communal areas these are limited to maintaining security and health & safety.  If you have an emergency repair, please contact the Customer Response Unit on 0300 123 9279 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 (external only).
  • Our Fire Protection cotractor is dealing with emergencies only.


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


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