Covid-19 (Coronavirus) updates and advice for tenants

LAST UPDATED: Thursday 9th December 2021

The information below has been updated in line with the current Covid-19 guidance from the Scottish Government and the recent First Minister’s statement on the new Omicron variant.

Whilst no longer a legal requirement in most settings, Hillcrest will still aim to maintain a minimum of 1m social distancing wherever possible. In addition we have asked staff to take a daily lateral flow test before coming to work, attending meetings or visiting customers in person to help protect both them and you.

The First Minister also strongly encouraged everyone to take a lateral flow test before meeting with people, attending events or going shopping to help us all stay safe.

Services below will continue to be offered for the foreseeable future but will be kept under review subject to further daily announcements by the Scottish Government and any advice for tenants will be updated as quickly as possible.


Hillcrest has kept the repairs service going throughout the Covid-19 pandemic, in line with government guidance. Non-essential repair work in tenants’ home resumed on 26th April and customers are invited to continue to report all types of repairs to us. Planned maintenance works such as kitchen and bathroom replacements have also been re-programmed.

We still need to keep each other safe by continuing to follow the guidance, wearing appropriate PPE where necessary and maintaining 1 metre social distancing wherever possible, as well as following good hand and respiratory hygiene practices.

Staff will ask the normal Covid questions and will now specifically ask about the Omicron variant before entering your home.

If you are self-isolating or have been diagnosed with any variant of Coronavirus and already have an appointment to have maintenance work carried out, please contact us.


Non Repair Home Visits

Virtual appointments remain the default position for delivering all other services safely and effectively to our tenants. These include appointments for tenancy sustainment, guidance & support from the HEAT team or any other housing related issue.

Staff will continue to contact you by phone, email, text or video call but where this is not possible or practical, staff will still be able to carry out face to face meetings inside your home, subject to the protection measures above. Staff will continue to wear masks or face coverings and where possible aim to maintain 1 metre social distancing.

Procedures for tenancy sign-ups remain unchanged and staff will carry out viewings using socially distanced procedures that are already in place. Estate and close inspections will also continue to be carried out to help identify any urgent maintenance works required.


Housing and Customer Services

Currently all our offices still remain closed to visitors and staff have again been requested to work from home wherever possible to help minimise the transmission of Covid-19.

Whilst we hope to be able to open some of our local housing offices on an appointment only basis fairly soon, this is now dependent on staff numbers in offices and any further working from home changes announced by the Scottish Government.

However, we are still open and here to help you and all queries will still be answered via phone (0300 123 2640) or email ( If you call out-with office hours, you will be put through to our Out of Hours Emergency Service.

Rent concerns – support for tenants struggling as a result of Coronavirus

Tenants affected by Coronavirus who are concerned about paying their rent should contact us as quickly as possible.

Your rent will remain due during this period and you can apply for Universal Credit from the Department for Work and Pensions, which includes support for housing costs if they are eligible. The UK Government has introduced some temporary changes to make this easier. We can help you through this process.

If you are applying for Universal Credit, please do so online rather than by telephone. More information about Universal Credit and the current health crisis is available hereOur Tenancy Sustainment Service can give advice on Universal Credit applications. The team can also advise on what you can claim if you are unable to work due to you or someone in your household being ill or self-isolating.

If you are self-employed, you can check if you can claim a grant through the Self-Employment Income Support scheme here.

If you are worried about your rent or if you have any queries about benefits or Universal Credit please contact us on 0300 123 2640.

If your employer has told you not to work, there is further information from Citizen’s Advice Scotland here. The Money Advice Service also has information here relating to Covid-19 and your finances.


Coronavirus update – Scottish Government relaxes benefit eligibility.

The Scottish Government has temporarily changed eligibility for a number of social security benefits to help people who are impacted by coronavirus.

The move is to ensure people who can’t get an application in on time due to things such as illness or caring responsibilities can still get the support that they need.


If someone does not get any other benefits, they normally need to be under 18 to be eligible for the Best Start Grant. If they could not apply before they turned 18 because of disruption caused by Coronavirus, an application will still be considered.


A baby normally needs to be under six months old for a parent to be eligible for the Pregnancy and Baby Payment. If they could not apply before the baby turned six months old due to the disruption caused by Coronavirus, an application will still be considered.


A child normally needs to be between two years old and three years and six months old for a parent or carer to be eligible for the Early Learning Payment. If they could not apply before then due to the disruption caused by Coronavirus, an application will still be considered.


If a person could not apply for a Funeral Support Payment within six months of the funeral taking place due to the disruption caused by Coronavirus, an application will still be considered.


A young carer normally needs to be under 19 years old. If they could not apply before they turned 19 because of disruption caused by Coronavirus, an application will still be considered.

If you would like to find out more about any of these payments, please contact our Tenancy Sustainment Service on 0300 123 2640.


Information for people with prepay meters

If you are self-isolating or recovering from Coronavirus, this will mean you may not be able to leave your home. This can be a problem if you have a prepay meter, which requires you to go to the shop to top up.

Different energy suppliers will have their own ways of dealing with this, which can include one or more of the following options:

Smart meter top up – you can do this online using the usual process. If you are struggling financially due to working restrictions, your energy supplier may be able to top up your meter if it is an emergency situation. Please note – this will have to be paid back to your supplier at a later date in the form of payback per week on your prepay meter.

Electricity key or gas card top up – you can pay your supplier directly by phone and they will then send a unique code to a pay-point near to you. This code can then be picked up by family or friends. If you don’t have anyone who can do this for you, your supplier may be able to send a key or card to your home that will allow you to top up. The supplier will assess how much you would need for the period of isolation and circumstances you are in and usually supply you with enough to stay on-supply during this time.  Please note – this will also have to be paid back to your supplier at a later date in the form of payback per week on your prepay meter.

General tips:

  • • If you are not self-isolating, it’s a good idea to keep topping your meter up with extra money whenever you can to build up plenty of credit in case you have to self-isolate at a later date.
  • • If you or anyone in your home has any underlying health conditions, you should also contact your energy supplier to let them know. They will add you to the Priority Service Register, which will give you extra support should you need it.
  • • If you are self-isolating, you should contact your energy company as soon as you become aware of an issue to do with your prepay meter, as some of the solutions above can take up to a week to sort out.
  • • It is a good idea to leave your external meter box unlocked so family or friends can use your key to top up if you are self-isolating. This would also help if your supplier needs access.


Advice for billing and Direct Debit customers

  • • If you are experiencing difficulty to pay bills or keep up with Direct Debit payments, you should call your supplier as soon as possible to see what assistance they can offer. This may be in the form of deferring or lowering Direct Debit payments or putting accounts on hold, but will vary with different suppliers. No energy supplies will be disconnected during the Covid-19 lockdown period.
  • • Recovery letters and notices that are auto-generated will still be sent out and if you receive one, phone your supplier at the earliest opportunity.
  • • Suppliers are keen to identify households that have vulnerabilities so they can support them and add them to the Priority Service Register. This is particularly important for tenants who are at risk of going off supply.
  • • Energy suppliers will only arrange for an engineer to visit your house in an emergency situation during the Covid-19 lockdown and this would be where a supply is unsafe or off-supply.
  • • It is vitally important that if you are experiencing difficulties with your energy supply to get in touch with your energy supplier as soon as possible. This may prevent emergency measures needing to be carried out and is easier for your supplier to give assistance.

SSE has now produced FAQs for their customers that answer a number of specific questions they may have. You can find these here.

If you are concerned that spending a lot of time at home as a result of self-isolation will drive your energy bills up, Energy Action Scotland has tips and information that can help.

If you need any other advice, please contact HEAT on 0300 123 2640.

The main energy suppliers and their contact details are listed below. Many of these suppliers have a live chat option on their website if you have no phone credit.



0345 026 2658



0333 200 5100



0345 2068 333



0300 3030635


Scottish Power

0800 0270072


Scottish/ British Gas

0220 100 0303



0330 102 7517



0330 100 3000

text phone 0800 413 016



0345 303 3040