Customer Advice

Friday 22nd May 2020
Customer Advice

Our Offices


Our Offices remain closed to the public and at the present time we have no plans to reopen. Home visits by our staff are also currently suspended so as to support social distancing guidance. We have extended our phone availability so you can contact us by phone Monday to Friday 9 am to 2:30pm. You can also get in contact to us via our website, or via our Facebook page.


Paying Rent


It is important that you continue to pay your rent through these difficult times. If you are experiencing difficulties paying please contact us as soon as possible. We will discuss the situation and work with you to come up with an affordable plan to maintain your tenancy.     


Moving Property


We are allowing people to move property in line with government guidance. We have put in place new procedures for viewings and sign ups to support social distancing. Our contractors are currently experiencing difficulty sourcing some items required to get our properties ready to let so moving may take longer than normal.    


Repairs and Maintenance


We are currently conducting emergency repairs only, although you should continue to report routine repairs as normal. Our contractors are beginning to carry out repairs to external areas.


Gas Servicing


Our gas servicing is continuing with revised processes in place which are in line with government guidance. It is important that you  let us carry out the gas service to ensure your homes continued safety. If you have any concerns please contact us to discuss the situation. 


Grounds Maintenance


Our grounds maintenance serviced is continuing, with a small reduction in capacity.   



Letter from MHCLG


The Ministry of Housing Communities and Local Government has written a letter to all social housing tenants. A copy of the letter can be found here.


Neighbour Problems

In many cases disputes between neighbours can be resolved by simply talking to the other person concerned. We would encourage you try this wherever possible. However, where this is not practical and where there has been a clear breach of the Tenancy Agreement, you can contact our Housing Team. Your Housing Assistant and Housing Officer will be please to help in any way possible


Your Household


It is important that you inform us of any change in circumstances to your household; i.e. if you or a member of your household has been diagnosed positive with Covid-19; are newly self-isolating and/or require support.

Customer Advice

Posted by tworsdall on May 22, 2020

We know these are difficult times for all of us, as we continue to observe social distancing and many employers are struggling. Many people have lost their lives and others have been very ill over this period. We have changed many aspects of the way we work in order to help stop the spread of this awful disease. Hopefully things are beginning to improve and we hope in the future to return to some new form of normality. In the meantime, EPIC will continue to do all that it can to support our tenants through this crisis and we hope this brief update helps keep you informed as to where we are.

Garden Maintenance

Posted by tworsdall on April 17, 2020

From Monday 20th April 2020 our grounds maintenance team will be adopting new working practices to ensure we remain safe during these unprecedented times . We want to reassure residents that all working practices have been risk assessed and are subject to safe systems of work. We ask that you do not interact with the team and stay inside your home whilst works are carried out to maintain a safe distance at all times. Thank you for your help and understanding.

Stoke-on-Trent Together - Covid-19

Posted by tworsdall on March 31, 2020

#StokeonTrentTogether has been formed by Stoke-on-Trent City Council working alongside local charity and voluntary sector organisation VAST to meet the everyday needs of vulnerable residents who are affected by Covid-19 specifically those who are self-isolating and who do not have the support of friends or family to call upon. It offers a free call telephone line and website service so that people can access help to get basic food supplies, prescription collections, gas or electricity meter top-ups, regular conversations and even dog walking. Residents can access the #StokeonTrentTogether website via, or call 0800 5615610 seven days a week between 9am-5pm.

Covid-19 - Emergency Repairs Only

Posted by tworsdall on March 26, 2020

Due to COVID-19 and the governments restrictions on activity, our contractors are now only conducting emergency repairs. Thank you for your patience in this matter at this unprecedented time

Reception Closures

Posted by tworsdall on March 18, 2020

In view of the continuing situation with Coronavirus (COVID-19) we are making careful preparations to protect our customers and staff whilst maintaining essential services. Until further notice, we have made the decision to close our Reception to customers who do not have pre-booked appointments. We are also making changes to help reduce face-to-face contact with customers at the present time. While the Reception is closed You can still contact us in the following ways:  email  telephone 01782 252575 (9am-1pm – in the next few days we are looking to extend this to 2:30pm)  text 07838 906 952  visit (to report emergency repairs outside of these hours call 08006 940434) This includes reporting a repair, making a rent payment, checking your housing application, or speaking to a member of the Housing Team. For customers who are self-isolating or have symptoms of Coronavirus Please contact us immediately on 01782 252575 if you have fall into this category. If we are due to meet with you in the next few weeks, we may need to make alternative arrangements. For the latest official information on Coronavirus please visit: