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Updated 24/06/2020 

A message from Jo Ray, Executive Director of Customer Service, Karbon Homes 

We are committed to keeping you regularly updated on our response to the Covid-19 situation as the Government guidance changes and as we start to carefully restart further services. 

We want to update you on the services we are resuming, and to let you know about the new arrangements we have put in place to ensure they are safe for you and our colleagues. 

Before making any decisions about the reintroduction of any service, our main consideration is always the health, safety and wellbeing of our customers and colleagues.    

We have been following not only the national guidance set out by the Government but also keeping a close eye on the situation in our region, so we can make the safest decisions possible.  

As you may be aware, this week the Government has also announced that the safe social distance has been reduced from two metres to one metre plusAt Karbon we’vetaken the decision to maintain the two-metre guidance as much as possible when delivering our services. 

Here’s a quick overview of our services that have now resumed: 

  • Continued to deliver emergency repairs inside and outside the home
  • Continued with gas servicing  
  • External planned maintenance such as wall repointing and rebuilding anrepairs to roofs, guttering and fencing 
  • Grounds maintenance 
  • Solid fuel, air source and solar heating servicing
  • Estate inspections
  • Scheme inspections, including internal areas
  • Retirement living colleagues have increased their time at the schemes
  • House viewings, lettings and sales
  • Viewings and sign-ups in specialist housing, supported housing and extra care 

And from 6 July: 

  • Our phone lines and the My Karbon customer portal will open up to accept new internal repair jobs.
  • Our repairs service inside customer’s homes will resume 

Important information - Plastering work

Unfortunately at the moment, we are unable to accept requests for plastering work due to a national shortage of plaster.

Worried about money? 

We want to reassure you that no one will be evicted because of Covid-19. If you are worried about paying your rent because of the pandemic, please call us so that we can talk to you about how we can help you with this. We can also put you in touch with our Money Matters Team who can provide you with a range of advice and support. 

Investing in your community 

Over the last three months, we have been supporting charity and community groups in your local area and around the North East. We have donated almost £117,000 to 97 groups and projects, providing food and medication delivery, telephone advice and support, and many other vital services to vulnerable people. 

Thank you for all of your support and understanding as our colleagues continue to try and provide the best possible service we can in these challenging circumstances. 

Despite our offices being currently closed to customers, our teams are still here for you, please get in touch in the following ways: 

  • Portal:MyKarbon 
  • Email: 
  • Phone: 0808 164 0111 (8am-6pm Monday-Friday, outside of these hours you can still contact us for emergency repairs and antisocial behaviour issues) 

We will continue to keep you updated on our services. 

Stay safe. 

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