Updated 05/01/2022

An update from Karbon

As you may have heard in the news, the COVID-19 case rates across our region and the UK remain very highand this is expected to continue in the short term. The Government has suggested the impact of this could be workforce absences of up to 25% as a worst case scenario. 

We are offering a full repairs service to customers but we are experiencing higher than usual sickness absences among colleagues and have a large number of our frontline colleagues needing to self-isolate. It may therefore take us a little longer to get to you. Our teams are doing their best in difficult circumstances, so we would ask you to please be patient and bear with us. We’re sorry for any inconvenience that this may cause and we’ll continue to try and deliver the best possible service we can.  

As it has been throughout the pandemic, the health and safety of our customers and colleagues continues to be our main priority and we continue to take extensive measures to ensure this. When we do come into your home for any reason, we have robust risk assessments and safe methods of work in place in order to protect everyone, but we do rely on your cooperation to enable this to work effectively.    

If our colleagues are working in your home, please allow them to work alone safely, and ideally in a separate room to anyone else in the property.  We also ask that you wear a face covering during this time (unless you have a medical reason not to wear one), our colleagues will too.   

Ventilation is also very important too. Letting fresh air into indoor spaces can help remove air that contains virus particles and prevent the spread of COVID-19. Please ventilate your home when you have any visitors from outside your household in your home, this includes our colleagues. 

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

Please let us know if you need to reschedule an appointment because you or anyone in your household is self-isolating or have had a confirmed positive COVID-19 test result. We can then reallocate this appointment to another customer.    

We will update you again if and when things change. Thank you for your ongoing support and understanding, we really appreciate you working with us to help us deal with the ongoing challenges of the pandemic.     

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