Independent living FAQ's

Although our offices are currently closed to visitors, our team is working as normal and you can reach them during office hours (9.00am to 5.00pm, Monday to Friday) 

Use the new online customer portal to report repairs or pay your rent 24/7:

Login to the Portal

Alternatively, you can email

Telephone for urgent enquiries (not repairs) 028 9087 6000 

Telephone for emergency and essential repairs only on 028 9087 6019

or email

Telephone for rent arrears 028 9087 7034 or


Facebook Messenger @clanmilhousing, Twitter @ClanmilHousing or on our website

Outside office hours, our out-of-hours emergency repairs service will continue to operate on tel: 028 9039 3134. This service is for emergency essential repairs.

Following the phased easing of restrictions, we are now carrying out repair as normal, where it is safe to do so. 

There may be situations where repairs will be delayed because people are self-isolating or due to Covid related issues that prevent contractors entering your home. If you, or anyone in your home, have been told to self-isolate, have tested positive for Covid or are experiencing any COVID-19 symptoms, you must let us know when you report your repair. 

Please contact our repairs desk on 028 9087 6019 or at We will assess if the work required can be carried out safely at this time. If not, we will take the detail of the repair and log it in our system to be completed when safe to do so.  If your repair is inside your home, and we can proceed with it, please ensure that you follow current social distancing guidelines while our contractor is in your home.  Also, please open the windows in the area when they are working to ensure it is well ventilated. Our contractor will wear gloves and a mask and ensure the repair is carried out as quickly as possible.  They will clean all surfaces they touch before leaving your property. 

External repairs and repairs to vacant properties are continuing as normal. 

We recognise some people may be nervous about contractors coming into their home but it is important that boiler servicing, servicing electrical systems and fire safety repairs continue in order to keep you and your home safe. 

We need access to your home to complete these services, so please ensure that you are following current distancing guidelines and the area where our contractor is working is well ventilated by opening windows.

 Our contractor will wear gloves and mask and ensure the repair is carried out as quickly as possible.  They will clean all surfaces they touch before leaving your property. 

Our grounds maintenance service has now resumed with a new contractor, Greentown Environmental Ltd.

The Department for Communities has an agreement in place with all social housing landlords that any social housing tenant facing difficulties paying rent during COVID-19 will not be evicted.  

The Department will work with Housing Associations and the Housing Executive to help them keep tenants in their homes and to ensure that the welfare system can provide help to their tenants as quickly as possible.  

You can get the most up-to-date information on the Department for Communities website.

If you’re worried about paying your rent, please get in touch with us now. Our Money Advice Team are providing advice and support for people who are struggling with their finances, including help claiming benefits, and they can help you.  

Contact our Money Advice Team on 028 9087 7047 or email  

Yes. However, we will manage this process differently. You should still get in touch with us to give us at least 4 weeks notice, as normal.

 Events and activities will be limited at this time to those that can take place safely, either by following the Government’s social distancing advice or virtually.

We have carried out an exercise with people living at our Independent Living Schemes to identify areas of support for those who need it. We have been helping these people access the support they need.  If you need help and support, please let us know. We’ll try to help.  

You also have access to the Out-of-Hours service through your call system or pull cord.

Almost all scheme staff are back to work onsite at schemes. Any exceptions are advertised at the scheme. 

Staff are still limiting face-to-face contact but we are keeping this under review.  

Although your scheme co-ordinator is on site, please only contact them by telephone or by using the intercom system. This is to protect both your health and that of our team.  It is important that you also understand we will be observing social distancing of 2 metres or 6 feet at all times to protect our staff and you, so visits to individual flats by our staff will only be in an emergency.  Due to the size and for your safety, only the Scheme Co-ordinator can be in their office at any time.

Where a visit is essential, it should be limited to two visitors only at any time. Every visitor will be required to follow all guidance to help safeguard people, such as using hand sanitiser when they arrive and washing their hands regularly while on site. Should your visitor need to visit the scheme with children, please contact the Scheme Coordinator in advance of the visit.  

Visits may only take place in your private apartment/bungalow and not in shared areas.  Visitors and tenants must not enter the Scheme Coordinator’s office at any time. 

Each scheme will have a ‘Sign in/out’ book at the main entrance. All visitors must record their visit in this book for COVID-19 tracing purposes.

We have introduced a number of measures at your scheme to help protect your heath and that of our team.

These include:  

Common Room 

Common rooms have reopened at all schemes. A risk assessment has been carried out at each scheme, and a maximum capacity set.  

Common Toilets 

These will be closed for the foreseeable future. As well as helping to slow the spread of the virus, this will allow your Domestic Assistant to focus more of their time on keeping key touch points clean, such as door handles, lifts in communal areas etc. 

Guest Rooms 

Guest rooms are also closed until further notice. We will make contact with anyone who has a booking to explain the situation. Where there are exceptional circumstances, these should be discussed directly with your Neighbourhood Services Officer. 

Laundry Room 

The laundry facility remains open and available and we are continuing to restrict access to one person at a time through our rota system. We will keep this under review as the situation develops. 

Please continue to follow these guidelines when using the laundry room: 

  • Please use the room one at a time in line with the new rota 

  • Please wait outside the room for the other person to finish 

  • Please respect the time restrictions and keep within your slot to ensure everyone gets fair access 

  • Please clean the machine after use with the cleaning products provided 

  • Soiled clothing should not be washed. They should be doubled bagged and disposed of in the bin. 

Hairdressing Room 

Hairdressing rooms have reopened, and a risk assessment has been carried out at each scheme. 

We are keeping the cleaning of all schemes under review and exploring all opportunities to increase our cleaning regime.  

While the Domestic Teams are on duty, they will be paying particular attention to key touch points in communal areas such as door handles and lifts.

Please remember that our Domestic Team can’t be there all of the time, so it is important that you keep washing your hands and take your own precautionary measures also.