Reducing the risk of Coronavirus (Covid-19) is an absolute priority for Byker Community Trust. During this time, we are here to help.

The health, safety and well being of our customers, staff and stakeholders is of paramount importance, and we are putting all of our efforts into how we can help reduce the spread of the virus while continuing to deliver essential services in the weeks ahead.

We are still open for business as usual, although there will be changes in the way you receive services from us. From Monday 23 March 2020, our office at 17 Raby Cross will be temporarily closed. We need to reduce some services to minimise social contact between ourselves and our customers, as the number of colleagues self-isolating increases.

  • Customers can still access an emergency repairs service.
  • Arrangements have been put in place for essential services and our sheltered schemes at Tom Collins House and Mount Pleasant have specific arrangements in place.
  • We can provide money advice and universal credit support over the phone.
  • Customers can still pay their rent and we will provide support to those who are struggling.
  • We can still help with Anti-social Behaviour issues.

We have already moved to an emergency and essential repairs service only and all non-essential repair appointments with customers are being postponed.  If you have an emergency repair, and anyone in your home is showing symptoms of Covid-19 or has been in contact with anyone with the virus, please do not be offended or alarmed by our operatives wearing Personal Protective Equipment. This is a precautionary measure to support us all in minimising the spread of the virus.

Following Government advice, all investment works across the Estate were temporarily suspended. With effect from 28 April 2020, Esh Property Services resumed work on the reroofing the metal roofs to the south of the Estate, and from 11 May 2020, Esh Construction will be back on site completing the Dunn Terrace External Upgrade and Classic Lifts will resume work on the Byker Wall lift replacement programme. All sites will be carrying out work in accordance with Government safety guidelines.

The district heating upgrades to your home will recommence as soon as safe systems of work are agreed with our contractor H. Malone & Sons, or the Government confirm it is safe to do so.


We don’t want anyone to be at risk of losing their home because of the virus. If you are having any difficulties, we would advise you speak to a member of staff as soon as possible so that we can discuss how we can help you. Please call 0800 5335 442, selecting Option ‘2’ for Rent.

Sheltered Schemes (Tom Collins House and Mount Pleasant)

For those residents in our sheltered schemes, we will be contacting residents through their intercoms or mobile phones. Residents will still be able to contact us for help and support in the same way. To protect some of our most vulnerable residents, we will be taking additional measures and stopping unnecessary visits to our schemes.

Neighbourhood and Estate Management

Cleaning and security services will continue as normal with necessary precautions for now until Government advice changes.

Following Government advice, our grounds maintenance service was temporarily suspended across the Estate. With effect from 20 April 2020, the team will be back on the Estate carrying out grounds maintenance work in accordance with Government safety guidelines.

Our neighbourhood housing officers won’t be carrying out any home visits although they can still be contacted by telephone, email or through our social media channels. All estate walkabouts and drop-ins are postponed for now, although issues can still be reported to a neighbourhood housing officer. Should you have any problems or questions, please contact us using any of the methods below, or please call 0800 5335 442, selecting Option ‘3’.

Additional Support

We have been contacting any customers over the age of 60 or who fall into vulnerable groups. We will continue to do this regularly to provide as much advice and support as we possibly can.

Contacting Byker Community Trust

The ways to contact us have not changed. You can still contact us in the following ways:

Freephone:    0800 5335 442                     

                                Option 1 –            Report a repair

                                Option 2 –            Rent

                                Option 3 –            Housing Management and Anti-Social Behaviour

                                Option 4 –            General business enquiries



As always, Byker Community Trust are here. This is an extremely challenging time for us all, and we will do our best to keep you all up to date as we move forward. Should you have any questions or concerns – just call 0800 533 5442.