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Updated 01/12/20

An update from Karbon - Covid-19 restrictions - 1 December 2020 

As you will probably be aware, the national restrictions that came into force from Thursday 5 November are due to end on Wednesday 2 December 2020.  The North East and Tees Valley combined authority areas will then enter Tier 3 restrictions. North Yorkshire and Cumbria will be in Tier 2. 

You can find out more about the Tiers in these Government graphics – Tier 2, Tier 3. The Government has stated that each area’s Tier will be reviewed every two weeks. 

As a result of this new guidance, we expect no significant changes or impact on our service provision to customers. Our repairs, planned maintenance and essential gas and electrical safety checks will continue. 

Throughout the coronavirus pandemic, our priority has been the health, safety and wellbeing of our customers and colleagues, and this will continue as we aim to deliver our services to you as efficiently as possible. We have detailed risk assessments in place and Covid-Secure workplace arrangements that enable us to continue to deliver our services safely.  

Whilst we are pretty much back to business as usual, we are having to deliver services in slightly different ways and taking new measures to make sure everyone is safe. Things may therefore take us a little longer than usual as a result. We have had to introduce additional cleaning and social distancing practices and the Government’s isolation guidelines have also reduced the number of colleagues we sometimes have available. We are also finding our supply chains are still impacted, making it harder to get certain materials.  

We appreciate this may be a little frustrating, however, please be reassured that we are working hard to get to you as soon as we can whilst maintaining a safe environment for everyone.  I’d like to thank you for your patience as our colleagues try and provide the best service possible in these challenging times. 

As always, our teams are here to help you so please get in touch. Remember, the fastest way to book an appointment with the repairs team is by using the MyKarbon customer portal.  

Please let us know if you need to reschedule an appointment because you are self-isolating or have had a confirmed positive Covid-19 test result.  

We will update you again if anything changes. Thank you for your ongoing support and understanding.   

Jo Ray  

Executive Director of Customer Services  

Our Covid-19 Risk Assessments

We're continually carrying out risk assessments to ensure everyone is safe.  Click the button below to view all our current completed assessments. 

Getting in touch

We’re still here to help but we are running a reduced service across our customer relationship team. We have a dedicated contact us page on this website which you can use to get in touch with us but you can also:

Call us: 0808 164 0111

8am – 6pm weekdays

We’re here for emergency repairs, rent payments and general enquiries. To help us continue to manage call volumes please use the telephone for essential matters.

Out of hours service

6 pm-8am weekdays plus weekends and bank holidays

Please use only for urgent repairs and other emergencies such as reports of antisocial behaviour.


Use your online account to check and pay your rent balance and update contact details. If you’ve not already done so, set up your account today.


All offices are currently closed to visitors, but we are still accepting post to our Gosforth address only. Write to us at:

Karbon Homes

Number Five

Gosforth Park Avenue

Gosforth Business Park

Newcastle upon Tyne

NE12 8EG