Coronavirus (Covid-19) Updates

Housing services

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Services resumed

Garden maintenance scheme

From Monday 27 April 2020 our garden maintenance scheme will resume for tenants that are currently accepted on the scheme. We are unable to process new applications. For all enquiries please call our contractor Tivoli on 01563 548050.

Frequently asked questions

View our frequently asked question on housing services

Services reduced or suspended

We are currently operating a reduced service, working closely with all all our partners to make sure that our that all our resources are planned and co-ordinated effectively.

Office closures

Our Housing offices are currently closed to the public to keep our staff and customers safe. All our communication is now taking place by telephone or email, with face-to-face contact maintained for our most vulnerable customers.

During office hours you can contact us by telephone on 01563 554400. For any enquiry outwith office hours, including homelessness presentations, please call the Risk Management Centre on 0345 724 0000. Our email address is

Help us help you

Please note we are very busy carrying out emergency repairs. All our operatives are doing their best to comply with social distancing rules but we need your help too, to keep you, your household and our workforce safe. 

While our team are in your house please comply with social distancing. This means keeping at least two metres (six feet) apart, and where possible we would appreciate if you and all other members of the household stay in another room while we carry out your repairs. This is to protect you and others and keep everyone safe. We thank you for your care and consideration.

Housing options

As a statutory homeless service and registered housing support service, we have reviewed and updated the way we run our service to meet the challenges brought by COVID-19.  Our priority is to make sure we meet the needs of everyone who uses our service while keeping both staff and customers safe. 

What we're doing for homeless people

We are still increasing our temporary furnished accommodation portfolio to meet an anticipated increase in demand. We have moved all homeless people  who were using St Andrews Court Hostel to temporary furnished accommodation, to make sure tenants can self-isolate if they need to.

We have issued hygiene packs to everyone using our temporary accommodation to help everyone to maintain cleanliness standards. We’re grateful for the help of a number of local charities who are also contributing to this with community donations.

If you are homeless or at risk of being homeless you can speak with a Housing Options Officer during office hours by calling 01563 554400.

If you need temporary accommodation you can telephone 01563 554400 or email us for advice and help. Our web pages are being regularly updated with useful information for people needing emergency accommodation. 

Domestic abuse

If you are experiencing domestic abuse, we continue to provide confidential advice and assistance during and out of hours. Download our Domestic Abuse Policy (PDF 952Kb).

You can also contact the National Domestic Abuse Helpline on freephone 0808 2000 247 (24 hours).

Women can also contact Women’s Aid who have specially trained staff who offer support and advice and can also help you to find secure accommodation.

Housing support and early intervention referrals

Our Housing support team is still accepting referrals for early intervention and offering support to our most vulnerable tenants. Our staff are offering this support by telephone, and they are completing applications for Community Care grants. They are also referring people to Citrus energy for Utilities support. We are linking with the community resilience groups to make sure people who are currently self-isolating are supported in their homes. If you need help, please email Housing Support Referrals.

Tenancy management

We have revised our Tenancy management processes:

  • Notices of Intent for Recovery of Possession are not being served at the moment
  • We are continuing to investigate tenancy abandonments
  • We are continuing to process Statutory Successions, Assignation of Tenancy and Joint to Sole Tenancy applications, using information systems and by contacting applicants remotely
  • We are not  currently processing applications for Joint Tenancies or Mutual Exchanges
  • All tenancy change applications will be acknowledged and applicants are being advised that we will review the application in 12 weeks’ time.

We have suspended proactive rent recovery processes and we’re helping tenants with their ability to pay rent, payment methods and how to claim any relevant benefits and rebates

We are assisting with deferred or reduced rent payments until tenants are in a more stable position financially. We have suspended evictions at the moment and will not  evict tenants who are in rent arrears as a direct result of coronavirus. 

The Coronavirus (Scotland) Act 2020 received Royal Assent on 7 April 2020. The Act is intended to provide relief during the coronavirus outbreak, and the disruption caused by the outbreak. The Scottish Government’s clear commitment is that none of its provisions will last longer than is necessary and that the provisions are proportionate to deal with the outbreak and its effects.

The Act  ensures that renters in both the social and private rented sectors are protected while confined to their homes.

The MyGov website provides specific information on the new measures for social housing tenants and information if you are suffering from financial hardship.

Rent arrears

Arrears recovery actions currently at Court will be Continued or Sisted by the Sheriff for the time being. Our Neighbourhood Coaches will work with tenants, offering advice and support with their household financial circumstances and agreeing affordable repayments.

If you receive benefits

Our dedicated Universal Credit (UC) Support Team continues to support UC claimants together with Department of Work and Pensions (DWP). Rent Verifications and applications for managed payments/third party deductions are still being processed, with telephone support being given to claimants.

Neighbourhood coaches

All Neighbourhood Coaches are working remotely from home. They are supporting tenants with housing enquiries by telephone and email.

Housing and property chamber

The Housing and Property Chamber has postponed all scheduled hearings and case management discussions. All other scheduled case management discussions and hearings are either postponed or adjourned.

Private landlords

We have emailed and written to Private landlords in East Ayrshire with information about Scottish Government recommendations on evictions in the private rented sector.

Cancellation of landlord forum/case management discussions

The Landlord Forum due to be held on 25 March was cancelled.

The Housing and Property Chamber has postponed scheduled hearings and case management discussions (CMDs). If you have an ongoing case, you will be contacted in due course with further information.Parties are contacted  in order of hearing date so please bear with them during this process. 

Gas safety checks

The latest restrictions on leaving the home still allow registered gas engineers to undertake essential work whilst taking the appropriate precautions.

The Health and Safety Executive (HSE) have stated that "Landlords have a legal duty to repair and maintain gas pipework, flues and appliances in a safe condition, to ensure an annual gas safety check on each appliance and flue, and to keep a record of each safety check”.

We are still carrying out annual gas safety checks within homes.

To keep you, your family and our workers safe, we are following physical distancing rules and taking additional precautionary measures whilst in your home.

As you will appreciate, this is an exceptional and constantly changing situation and our position may need to change to reflect guidance as and when it becomes available.

If you have any problems or concerns relating to the operation of their boiler please contact our emergency number on 0345 724 0000.

Latest news

We are running a triage support for calls about emergency repairs. Housing asset officers and gas repair engineers are available to help over the phone.

Housing asset officers  provide advice and guidance on technical questions.

Gas repair engineers call tenants back to help work out what might be wrong, and in some cases identify a solution over the telephone.

Housing repairs

We all face challenging times as we come to terms with the effects of coronavirus (COVID-19). For this reason we are making sure our most vital services continue to function.

Please note that currently only emergency repairs will be carried out to Council properties. To report an emergency repair telephone 01563 555555 during office hours and 0345 724 0000 out of office hours. 

Before you contact us

Are you self-isolating/showing symptoms or have you been diagnosed with COVID19?

If you have, please let us know when you contact us. We have specially trained team members who have been issued with protective equipment to enable us to carry out emergency repairs only.  If you need any follow up work or if your repair is not an emergency we will contact you after a three week period.  If there are no further COVID implications we will arrange for this work to be carried out. 

Urgent repairs

Housing Asset Services will continue to provide our tenants with cover for essential repairs throughout the period of the pandemic.

Fifty of our operatives have volunteered to provide cover for properties where tenants are self-isolating. These employees are equipped with additional Personal Protection Equipment (PPE) and training to enable them to do this safely and effectively.

If you need an urgent repair, please report it by calling our telephone repairs line on 01563 555555 during office hours and 0345 724 000 out of office hours or complete an online repairs request form 

Non urgent repairs

If your repair is of a non-urgent nature we would appreciate if you would contact us at a later date when we will be happy to help.

Existing appointments 

If you currently have an appointment for a non-essential repair our staff will contact you to advise you further.

Kitchen and bathroom rewires

Our kitchen and bathroom rewires capital programme has ceased in March for the foreseeable future. Tenants who were due an upgrade in the coming weeks have been informed. 

Central heating installations

Central heating installations ceased in March. We have notified those tenants that were programmed for an install.

Window replacement programme

Our window replacement programme ceased in March with the agreement of our partners Sidey who deliver this on behalf of the Council. We have contacted all tenants involved. 

External render programme

The external render programme currently being delivered in our communities of Northwest Kilmarnock and Cumnock by our partners Engie has been suspended.

Re-roofing programme

The re-roofing programme has been suspended.

When will work restart?

We will start work again as soon as coronavirus (COVID-19) has cleared. Our Housing Asset Services Team and Engie will be in touch with affected tenants with further details.

Stay connected

To sign up for regular emails bulletins about coronavirus and other topics of interest visit our StayConnected site and select "Coronavirus Updates"

Find out more about housing

Useful links

Contact Information

Housing Repairs
Holmquarry House
1b Holmquarry Road
Telephone: 01563 555555
Emergency Helpline: 0345 724 0000 (local rate)
Housing: Cumnock Area
1 Greenholm Road
East Ayrshire
KA18 1LH
Telephone: 01563 554400
Housing: Kilmarnock Central and South
Civic Centre North
John Dickie Street
Telephone: 01563 554400
Housing: Kilmarnock North
Northwest Area Centre
Western Road
East Ayrshire
Telephone: 01563 554400
Housing: Irvine Valley and Ballochmyle
Civic Centre North
John Dickie Street
Telephone: 01563 554400