Our number one priority as we respond to the coronavirus (Covid-19) is the safety and wellbeing of our customers, particularly older people and those who may be most at risk.

If you are experiencing financial difficulty, have concerns about the wellbeing of yourself or your family, or if you are aware of a resident who is struggling to receive support whilst self-isolating, please get in touch and someone will call or e-mail you back to explain how we can help.

Contacting us

Customers should not visit MTVH offices at this time. However, you can send any enquiry to us through our secure online portal for the fastest response.

Alternatively, you can contact us by email or telephone.

Our routine repairs service has re-commenced in a way that is safe for both customers and colleagues. We have maintained a detailed log of all non-emergency repairs which were raised before and during lockdown and our contractors have been contacting you to arrange a suitable appointment for your repair.

If you have not been contacted yet and are concerned at all then please send us an enquiry through your secure MTVH Online account. We can then put you in touch with the contractor arranging the visit directly.

Remember that if you are contacting us to request that we visit your property, please let us know if anyone in your household is currently unwell due to Covid-19, or self-isolating due to vulnerabilities, such as pregnancy or underlying health issues. We will advise you in each case about how we are able to support you.

Find out more about how MTVH is keeping customers and their homes safe during home visits here.

Please be aware that should a localised lockdown be introduced by the government in your area, our repairs service will revert to an emergency-only service, and compliance services will continue to be delivered to ensure your safety.

Update for customers in Leicester, Oadby and Wigston

During the localised lockdown in Leicester and some neighbouring areas, our repairs services are operating an emergency-only service. This means providing emergency repairs for the following problems:

  • Total loss of power
  • No heating or hot water
  • A leak that can’t be controlled
  • Insecure door or window
  • Blocked toilet and emergency drainage
  • Lift breakdown
  • Immediate health and safety concerns

Customers should contact us if they have an emergency issue, or if they are unsure.

Customers that had already notified us of routine repairs have been contacted and all such repairs have been postponed for the next two weeks.

We are continuing to operate a full compliance service, including servicing of all gas, electric, water, asbestos, lift and fire equipment to ensure customers’ safety. We have developed ways of working that mitigate the spread of the coronavirus and keeps residents and our engineers and contractors safe. Clean, infection free and well maintained communal and open spaces are a priority for our residents and our cleaning, grounds maintenance and communal maintenance services remain in place.

It is important that customers continue to pay their rent and service charges.

However, we understand that many of you will have lost some or all of your income and our teams are available on the phone or by e-mail if you think you are going to struggle to make payments.

There is a range of support available to support you, including delayed payment plans and support accessing the government help. This applies to all customers.

We will follow all government guidance concerning suspension of eviction proceedings and encourage any customer facing financial difficulties to contact us as soon as possible.

As you may have read or heard in the news recently, the Government has now eased restrictions on people being able to continue their purchase of a home, as well as allowing the sale of homes to start again, provided that social distancing measures are in place to continue to tackle the COVID-19 outbreak.

We have undertaken a comprehensive review of our operations to ensure that – where appropriate – we can now safely start to re-open our construction sites, offices and marketing suites with stringent measures in place to ensure the wellbeing of our customers, our staff and other visitors.

This is bound to be a stressful and worrying time, particularly for those who are isolated or unwell or have caring responsibilities at home, and for those who may work in frontline essential roles.

We would ask you to be a good neighbour to these people at this time by thinking about the impact of excessive noise, particularly late at night, and being mindful of the requirement to keep a 2m distance between yourself and those not from your household.

Please see the government’s regularly updated guidance on coronavirus.

The Department for Work and Pensions also has guidance on the support available for those receiving Universal Credit or other benefits and for those who may need to claim benefits in the future.

Watch the Universal Credit video on how to make a claim below.

It’s important to be mindful of fire safety at home, particularly at a time when we’re all spending more time than usual there. You’ll find information about staying safe at home on your local fire service’s
website, but some common advice includes:

  • Don’t use barbecues on balconies or indoors.
  • Avoid smoking in the home, if you smoke on balconies do take extra care when discarding cigarettes.
  • Avoid using candles, as they are one of the main causes of fires in the home.
  • Check electrical appliances and avoid leaving on a power supply to chargers.
  • Avoid using chip pans or hot oil cooking.
  • Use a thermostatically controlled electric deep-fat fryer, as they can’t overheat.
  • Avoid using deep fat fryers or pan frying if possible and, if you do, please take extra care.
  • Take extra care if using portable heaters and ensure there is a clear space around them.
  • Don’t store items in communal areas or block fire escapes.

If you have any concerns about fire safety, please contact us.

The following helpful guides are also available and provide information on fire safety:


The coronavirus (Covid-19) outbreak means that life is changing for all of us for a while. Faced with the sudden uncertainty of what will happen next and the relentless news about the pandemic, can take its toll on your mental health; particularly for those of you already living with conditions like Obsessive Compulsive Disorder (OCD), anxiety or depression.

Read more about mental health and wellbeing.

We know parents and carers might be worried about balancing working from home with family life, from creating structure to coping with difficult feelings.

Read our tips and advice to help you and your family during these times.

The current Coranavirus outbreak means people are being asked to stay at home and isolate where possible. For people experiencing domestic abuse, this is an anxious time as you may feel isolated with someone who is violent or abusive towards you or your children.

Find out about the practical assistance available and specialist support organisations who can help.


Safeguarding Children is more important than ever during the Covid-19 lockdown. In normal times there’s oversight of children who are at risk of neglect or abuse, in our schools, nurseries, after school and sports clubs as well as through wider family and friendship circles. In these lockdown times children are far less visible and for some families, there are greater pressures within our homes.

Read our tips and information about Keeping Children safe

During the Covid-19 crisis, it is particularly important to safeguard adults at risk. They may be more vulnerable to abuse and neglect as others may seek to exploit disadvantages due to age, disability, mental or physical impairment or illness.

Read more information and advice about safeguarding adults

Since the Covid-19 lockdown began there’s been an increase in attempted scams and data frauds which play on people’s natural concerns about Covid-19 and social distancing measures. It helps to make you, your family and vulnerable friends aware of these, so they can better protect themselves with some simple steps.

Read more information on how to spot and avoid the latest scams

Want to learn new life skills, improve your prospects for a new job or progress your career? Our free e-courses are available 24/7 to suit you. The free digital course library has over 130 CPD accredited courses in a wide range of subjects.

For more information about the e-courses, or to book your place contact Dawn, your training lead at or call 07714 738 685.