Poole Housing Partnership Ltd
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Corona Virus - PHP Service Updates

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Please note that Beech House will remain closed to the public until further notice. This is to reduce the possibility of spreading Coronavirus (COVID-19) and ensure staff and customers are protected.

Customers should contact us by telephone or email.

You can report any repairs or concerns on 0800 652 3900


PHP's roadmap out of lockdown

Read our four-stage plan, which details how we will be returning to normal services in line with Government guidance.


COVID-19: Contractors Working in PHP Properties

To keep everyone safe, whenever contractors/staff visit your property, they must follow the guidance in PHP’s Coronavirus (COVID-19) Working in Tenanted Properties Procedure. 

If you have any queries or concerns regarding this, please contact the Compliance Team on 0800 652 3900 or email: comments.php@bcpcouncil.gov.uk

Click here to view.

For the latest information regarding our services, please see below:


During these times when we are all living a little differently, PHP is noticing an increase in calls about noise. It's a shame when this causes problems between neighbours and like you, we want to avoid these turning into formal complaints. We are asking everyone to please have a think about neighbours at this time and to keep noise volume from things like TV, radio and outdoor activities to a reasonable level.

We would encourage you to speak to your neighbours where appropriate and safe, which can often resolve matters more efficiently and effectively. If you feel uncomfortable about doing this, or you are experiencing ongoing antisocial behaviour, or have a case under investigation, please email your Housing Officer at: housingofficers.php@bcpcouncil.gov.uk or call us on 0800 652 3900

For more information, click here.

Gas Servicing

Annual gas safety checks are really important and save lives. Please allow PH Jones access to carry out this essential work.

To ensure everyone’s safety during the visit, PH Jones will carry out the following procedures:

  • Before the appointment, they will check to see if anyone in your home is self-isolating, shielding or has been in contact with someone who’s been diagnosed with Coronavirus before attending
  • You will be asked to keep your distance and stay in another room whilst work is being carried out
  • Engineers will wear protective clothing whilst in your home and use a hand sanitiser before coming in and when leaving
  • All surfaces of the boiler and other appliances, such as fires and cookers will be wiped down with an antibacterial cleaner

If you have any questions or concerns about your gas safety check, please contact us on 0800 652 3900.

Housing Officers

Our officers may not be able to carry out any home visits at the moment, but they are still here to help you. To find out who your Housing Officer is, please click here. You can contact them by email at: housingofficers.php@bcpcouncil.gov.uk or call 0800 652 3900.

They are currently dealing with the following:

  • ASB cases
  • Tenancy breaches
  • Mutual exchange processing (no visits)
  • Successions (no visits)
  • Tenancy changes
  • Relationship breakdown advice
  • Domestic Violence
  • Estate issues
  • Estate grading (from July)
  • External property issues
  • Access issues
  • Gas servicing access
  • Consultation for neighbourhood improvements/block agreements (no meetings)
  • Nominations, viewing and signups
  • New tenant visits (by phone)
  • Welfare issues
  • Advice on moving to more suitable accommodation
  • Boundary issues (no visits)
  • Right to buy (no visits)

At the moment they won't be carrying out:

  • Community engagement/events
  • Tenancy review visits
  • Skip days
  • Property decants

Please note that PHP will NOT be policing Covid restrictions. If you have concerns about a breach of the rules, please contact the police on 101.

Moving Home

If you would like to be considered for social housing in Poole, you will need to register with Dorset Homechoice. Once you have joined, you will then be able to check your online account for advertised properties you are eligible for.

Please note that in line with current social distancing advice from the government, Dorset Homechoice will only be accepting online applications. To find out more and how to apply, click here

Mutual Exchanges (Swapping your home)

JAN 2021 - Due to the national lockdown, we are currently unable to process new Mutual exchanges. Outstanding mutual exchanges are also on hold unless extenuating circumstances. 

Planned Works

External works have been planned for the following areas:

External block decoration

Dale Close, Dale Valley Road, Hinchliffe Close, Lagland Street 
Aug - Dec 2020

Skinner Street & Sherrin Close
Oct -Mar 2021

Fire doors replacements to take place from now onwards

  • Trinidad House
  • Puddletown Crescent
  • Poole Town blocks
  • Lake Avenue
  • Selby Close
  • Stanley Pearce House
  • Davis Court

Heating and Lighting Upgrade

Willow Park
Work starts Monday 18th Jan

Internal decoration to blocks

Ralph Jessop Court 
Works currently being carried out 

Hamworthy Lodge
Oct - Mar 2021

South Road
Works currently on hold 

Willow Park
Awaiting quotations

New window installations 

Raleigh Road
South Park Road
Hawkins Road
Works currently being carried out

Bedford Road North & South
Belben Road
Sept - Mar 2021


Dale Close 
Works currently being carried out

South Road Blocks 
Sept - Mar 2021 

If any works are carried out internally, suitable notice will be given to carers and Sheltered Housing Officers. 

Project Admiral

Drake, Grenville, Nelson & Rodney Court

For all the latest information regarding the refurbishment, please click here.


Please note that Beech House will not be open to the public for the foreseeable future.

You can contact us on our freephone number: 0800 652 3900.

You can also email any of our teams directly:

Sheltered: ShelteredHousingTeam@bcpcouncil.gov.uk

Housing: housingofficers.php@bcpcouncil.gov.uk

Repairs: RepairHelpdesk@bcpcouncil.gov.uk

Rents: rent.php@bcpcouncil.gov.uk

General: comments.php@bcpcouncil.gov.uk


If you are worried about paying your rent because your household income has reduced, or you have been advised to self-isolate due to the Coronavirus outbreak, then please speak to our Rents Team who are here to try and help you. 

You can email your contact details including your address and telephone number, to: rent.php@bcpcouncil.gov.uk and a member of the team will call you back. We're also available Monday to Friday on 0800 652 3900

Please note that we no longer take cash payments at Beech House.

From 1st December, PHP will no longer be able to accept cheque payments. This is because the current situation is preventing us from being able to carry out the necessary banking arrangements. Any cheques received after 1st December will be returned uncashed to the sender. 

If you are currently using cheques for your payments, please can you change your payment method to one of the alternatives highlighted below. If you have any queries or concerns regarding this, please call the Income Team on 0800 652 3900 or email: rent.php@bcpcouncil.gov.uk 

Direct Debit (DD) – We are now able to offer DDs on any day of the month and for any period; weekly, 4 weekly, monthly etc. To set up a direct debit just call us with the name of your bank, your bank account number and your sort code. Once set up no further action is required by you. Any change in your payment amount is notified to you in plenty of time to ask us about it, before we request it from your bank.

Internet – Payment can be made using a credit or debit card via the BCP Council secure web site here. You will need your bank details and your rent account number.

Allpay Swipecard – You will probably already have a plastic swipecard but if not then just ask us for one. Payment can be made at any post office or PayPoint outlet. You will not be charged for this service, but payment must be made in cash. The card does not hold any details other than your name and reference number, so there is no need to worry about cancelling any lost card.

Payment App – The App is available to download from the App Store or Google Play. You just need a smartphone/tablet and an Allpay reference number. This will be on your Allpay card or we can provide it to you. Once you have set up the App, you can pay your charges at the touch of a button and you can save the account number, bank details and amount so you don’t need to enter the information every time you pay.

You can email us at: rent.php@bcpcouncil.gov.uk and a member of the team will contact you, or call 0800 652 3900.



Please be aware that our online 'Report a Repair Service' is for Non-Emergency Repairs only. If your issue is an Emergency, please call our Customer Service Team on 0800 652 3900 to ensure it is dealt with at the earliest opportunity.

Due to the ongoing COVID-19 pandemic, we are currently experiencing problems obtaining certain materials. Whilst we encourage you to continue reporting repairs, please be aware that you are likely to experience some delay, if any of the following items are required:



Roof tiles


PVC Windows


•Mopstick Handrails

It will take some time for us to catch up on all the repairs, but we will get them completed as soon as we can.

If you have any queries or concerns, please call our Customer Service Advisors on 0800 652 3900.

Right To Buy 

Click here to find out if you can apply and what you will need to do. Please note that the process could take a little longer due to the current situation.

Sheltered Housing Officers

Although Sheltered Housing Officers (SHO) will not be working on site, they can still be contacted. Click here to find the SHO for your scheme.

SHOs will be making courtesy calls to all sheltered residents every two weeks and if you receive welfare calls on a regular basis, these will continue.

The following services will also be provided:

• An SHO will give access to emergency services or check on someone’s welfare where a concern has been raised

• Referrals will be made to voluntary groups to assist with prescription collections, food parcel deliveries and financial concerns, for sheltered residents requiring support. We can also arrange delivery of ready meals where necessary

• A befriending service will be offered to match sheltered residents who feel isolated with other residents

If you don’t get a response from your SHO, please contact Beech House, on Freephone 0800 652 3900 or contact BCP Council’s Operation Centre on 01202 733254/733255.

In the event of an emergency, please continue to push the red button OR your pendant.

Support Team

The team is here to support you in maintaining your tenancy, if you have identified support needs. Although they are not carrying out any home visits at the moment, they can still take referrals and make assessments over the phone. They are also making regular welfare calls to vulnerable residents and helping to deliver food parcels.

You can email the team at: phpsupportteam@bcpcouncil.gov.uk


PHP is here to support you as much as possible. Although your usual officers aren’t out and about at the moment, they are still available on the phone.

We know that some residents may be finding it hard to obtain essential medication and food, so we have put together a list of contact numbers for local community groups and voluntary services. Please click here for details.

During these challenging times, we know there may be residents on reduced incomes who are struggling for food at the moment. 

Poole Pantry is a local initiative offering surplus food from Fareshare, supermarkets and other retailers at an affordable price, to residents whose money isn’t quite stretching enough for the family food shop at the moment.

A 10 item bag which includes 2 items of meat is available for £5. Fruit and vegetable bags containing 4 items are available for £1.50.

The Pantry is open Mondays, Wednesdays and Fridays from 12.00 noon to 2.00pm. Tuesdays from 4.30pm to 6.30pm, at Parkstone United Reform Church, Commercial Road, Poole BH14 0JW. For further information, please call Mark on 07980 002 676.

If you need emergency access to food, please call Claire Wade, PHP Wellbeing and Inclusion Officer, on 07824 521246 or email: claire.wade@bcpcouncil.gov.uk

if you have any queries or concerns, please do not hesitate to contact us on Freephone 0800 652 3900.

Windows and Doors

Paramount will continue to carry out window and door replacements and will contact you before they visit your home, to explain how this will be carried out whilst keeping you and their staff safe at all times.

Your Money Team

The team can discuss which benefits are available to you, particularly if you have had a change of circumstances due to the pandemic. Although they are not carrying out any home visits at the moment, they can still talk to you over the phone about your situation and advise.

You can email the team here.


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Poole Housing Partnership
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0800 652 3900
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