Covid-19 service information

Tenant and staff safety is our priority and we're following Scottish Government and NHS Scotland advice.

We’re still working together safely apart for our customers

From Monday 26 April 2021, following the latest Scottish Government guidelines, all areas will move out of lockdown and into Tier 3 and we will be able to ease some restrictions on routine repairs and maintenance works. If any areas remain in/return to Tier 4, we will continue to respond to emergency and urgent repairs only.

We are now working through the backlog of routine repairs that have been reported to us. If you have already reported a routine repair to us, we will be in touch in the coming weeks to arrange an appointment. As you will appreciate, this is going to take some time and routine repairs are likely to be out with the usual ten-day timescale.

You can report a repair on our website, through the tenant app or by calling 0330 303 0089 (option 2).

We will inform you if anything changes with your appointment should restrictions change. We would like to thank you for your patience and understanding.

When reporting any repair

If you have previously reported a repair or if you are reporting a repair for the first time, you will be asked by the repairs administrators to confirm:

  • No one in your home is isolating due to Covid-19 symptoms, is shielding or is in any of the vulnerable categories. Your response this will determine if/when your repair can take place and the staff will explain this to you during the call.
  • You agree to have operatives working in your home. If you don’t want this, we will ask you to call back when you are happy for the repair to take place.

What you need to do

When our operatives are working in your home, everyone in the household must:

  • Stay in another room from the operative for the duration of the visit.
  • Where this is not possible, for example where you and the operative need to discuss the purpose of the visit, this must be done from a minimum of 2m distance and for as short a time as possible.

What we will do

While our operatives are in your property, they will:

  • Practice good hand hygiene and wear appropriate PPE (personal protective equipment) if required.
  • Always maintain appropriate social distance.
  • Clean down all areas where they have been working.


FAQs for finances during the Covid-19 outbreak

Please note: This guidance is primarily for Horizon tenants and only Horizon tenants can access our internal advice services.

1. I am employed but have been contacted by the Test & Protect Service and told to self-isolate for 14 days. Am I entitled to claim any benefits?
2. I have lost my job/been laid of temporarily with no income. Can I claim anything?
3. How do I make a claim to Universal Credit (UC)?
4. When will I receive my first Universal Credit payment?
5. I have no money to keep me going until I get a payment from Universal Credit. What do I do?
6. Will I need to attend the Jobcentre if I am self- isolating for any claims I make to benefits?
7. I am self-employed and due to current situation have no work or I am having to self- isolate, what can I claim?
8. I work a zero-hour contract. If I self-isolate will I get SSP?
9. I am on partial housing benefit due to my earnings, but my income has reduced/stopped. How do I make up the difference to pay my rent?
10. I am currently on Universal Credit and my income has reduced/stopped. How will Universal Credit know?
11. I am in receipt of Personal Independence Payment or Employment and Support Allowance and I completed a review form recently. Will I be called in for a face-to-face medical assessment?
12. I feel like my situation is critical, I have no one to assist and I don’t know where to turn for help.
13. What if I am working and receiving Housing Benefit, Working Tax Credit, or Child Tax Credit?
14. My employer has advised me not to come in to work but has not made me redundant.
15. My child receives free school meals, what will happen now the schools are closed?
16. I am really worried about getting into debt with my bills and who should I pay first.
17. I can't afford to pay my debt due to coronavirus as I've lost some or all my income. What can I do?
18. If I get or a freeze on any payments or an increased credit limit due to coronavirus will my credit rating be affected?
19. I have received a letter from the Scottish Government advising I am in the “shielding” group. What help can I receive?

A handy online tool for calculating benefit entitlements can be found here: