Latest Coronavirus Update
We will continue to update residents regularly as to changes in our services.
The safety of our residents, staff and contractors is our number one priority. In line with Government guidance, all the services we are providing are risk-assessed and, where required, staff wear protective clothing. A team of housing and support staff are in our offices on various days at each site. We will always maintain strict social distancing measures.
Stoll main reception in Fulham will remain closed as it is a small area and social distancing cannot be maintained.
Residents can now meet with housing and support staff in person in our interview rooms at all sites. These meetings are strictly by appointment only.
The best way to contact staff is to call our main office switchboard 020 7385 2110 from 0900 – 1700 Monday to Friday
- To speak to our receptionist please choose option 0
- To speak to a Housing Officer please choose Option 1
- To speak to a Support Officer please choose Option 2
- To pay your rent by telephone please choose Option 3
Site Scheme Coordinators are available for support by contacting them directly, their telephone number is displayed on the site office
Email us on email@example.com
All communal areas are still closed, we are working on ways to start wellbeing activities on site safely.
Everyone is still expected to maintain social distancing at all times
We know this is a difficult time and there will be financial worries for some people. If you are struggling, or you think your circumstances may change, please contact us as soon as possible. There are numerous ways we can help and our support staff and housing officers are available at the end of the phone to support you.
All support staff are in regular contact with their key clients, if you or one of your neighbours is finding things difficult at this moment please let us know. Our team makes daily calls to speak to those who would like to; please just let us know if you would like to receive a daily call.
Our Health and Wellbeing programmes have moved online where possible, and we are reviewing how we offer activities across all our sites.
Repairs and maintenance
We have now expanded our repairs service to include urgent and routine repairs. However, as there is a significant backlog of repairs and maintenance from March 2020, our normal repairs timescales may not be achievable. Our Housing Team is working tirelessly to ensure that as many repairs as possible are completed within normal timescales, but we would appreciate your patience where this is not possible.
Please continue to report all repairs through My Tenancy, by email to firstname.lastname@example.org or by phone on 020 7385 2110 and choose Option 1.
We will also be re-starting our planned maintenance programme across some of our sites within the next few weeks. You will be contacted directly about these works if they are being carried out in or around your home.
Health & Safety
We are continuing to carry out gas and electrical safety checks in your home as well as all other safety checks in communal areas. We will undertake the same risk assessments and approach to social distancing as for emergency repairs. Your help in providing access to undertake these safety checks is essential.
Our housing team is delivering internal cleaning and grounds maintenance. We are still checking the external areas of blocks so we can ensure that any health and safety hazards such as dumped rubbish are dealt with. Please remember to ask the council to remove any unwanted items from your property, do not leave them in communal areas where they are a fire hazard.
If you’re worried that you or someone else might be affected by domestic abuse, we can – in complete confidence – put you in touch with organisations that can support you.
If you have not already done so, please register for the My Tenancy portal on our website. You can report repairs, check your rent balance and make payments from your smartphone, computer, tablet or other device.
This Government webpage gives clear information:
Please read the Government’s guidance on what to do if you have the symptoms:
Collection of personal data related to Coronavirus
There will be instances where we may ask you to tell us if you are self-isolating, have or have had any symptoms of Coronavirus. This could be when you’re booking a repair or when arranging for one of our staff members to visit your property. We will only use this information for the purposes of ensuring the health, safety and wellbeing of our employees, contractors and wider communities.
We will process this information because we have a legal obligation to ensure the health and safety of our employees, tenants and contractors. We don’t keep this information for longer than necessary.
We will not disclose this information to anyone else unless it is necessary to do so to comply with any of our legal obligations or where there is a substantial public interest to do so. For example, we may in some instances have to approach Public Health England, or another relevant statutory body, for advice. Visit our full Privacy Notice to find out more information about how we handle your data and how to exercise your rights.