Covid update

We are continuing to prioritise health and safety and follow Government guidance, to operate our services as well as we can during the Covid pandemic.

Stay safe - the latest government guidance

Reporting a repair

Octavia is carrying out all emergency and urgent repairs as usual, so please continue to report them.

We are also continuing to carry out non-urgent repairs, but we ask for your patience and understanding, as these may take longer than usual to complete and may have to be rearranged at short notice if an emergency arises.

As you will appreciate, our operatives are working in difficult conditions and we need to ensure they have the time and resources to work efficiently and safely. When contacting us about a repair, please let us know if anyone in your household is self-isolating.

When visiting your home, our operatives will be wearing PPE equipment. They will also maintain a social distance.

When we visit your home, please help by: 

  • Wearing a face covering while our operative is in your home
  • Leaving internal doors open - giving a clear path to the room our operative will be working in
  • Keep windows in the room open
  • Stay out of the room as much as possible and maintain a two-metre distance at all times
  • Ensure that the area is clean and clutter-free before our operative arrives

Care and support services

Given the vulnerabilities of many of those we work with, we will remain vigilant to curb the spread of Covid and protect the people we provide care and support to. All existing infection control measures will still apply when meeting with residents or people who use our services indoors and within our extra-care schemes, including wearing masks, washing hands regularly, maintaining space where possible, and encouraging vaccination, testing and isolation practices. 

In line with Government advice, to minimise the risk to elderly or vulnerable residents, we are encouraging all visitors to our extra-care schemes to take a rapid (lateral flow) test before travelling.

Guidance for people considered clinically vulnerable to Covid-19

On 24 December 2021, the Government issued additional guidance for those people previously considered clinically vulnerable to Covid-19, advising anyone with a health condition to consider, alongside any advice from your clinician, if additional precautions are right for you. These additional precautions could include:

  • considering whether you and those you are meeting have been vaccinated – you might want to wait until 14 days after everyone’s most recent dose of a COVID-19 vaccine before being in close contact with others
  • considering continuing to practice social distancing if that feels right for you and your friends
  • asking friends and family to take a rapid lateral flow antigen test before visiting you
  • asking home visitors to wear face coverings
  • avoiding enclosed crowded spaces


We are continuing to undertake adaptations work in homes. We are working closely with residents to reschedule works where it is agreed a delay is in the best interests of everyone's safety.

Caretaking and cleaning

Our caretakers are continuing to prioritise cleaning areas such as door handles, handrails and lift panels. If you need to contact your local caretaker, please do so by phone wherever possible. All caretaker contact details are always displayed on notice boards, or you can call the Contact team on 020 8354 500 and we’ll get back to you.

Planned works and homes viewings

Planned works such as decoration works, roof and window renewals, and homes viewings are being carried out in line with Government guidelines.

Sales and lettings

These services are continuing. Our sales and lettings teams have created virtual video tours of our new and empty homes for rent or sale, so that viewers can see around them without leaving home. See our website for more information about our new homes available as shared ownership. 

Supporting vulnerable, older and at-risk residents

There is extra help available for vulnerable, older and at-risk people. We are able to advise you on what support is available, and how to access it. Contact us on 020 8354 5500 to find out more.

We are also asking our communities to support each other and either offer help to a vulnerable or isolated neighbour, where it is safe to do so, or to let us know if you have particular concerns about someone in your community so that we can make contact.

Worried about your finances?

We recognise that these are challenging times and we have a dedicated team who can help.

If you’re worried about your finances or struggling with work or benefits at the moment, please get in touch with us. We are here to offer support for all of our residents, regarding rent, service charges, benefits and debt and we have lots of information to help you on our website. Find out more about financial support available.

At home shouldn’t mean at risk - dealing with domestic abuse

Domestic abuse is unacceptable in any situation and there is no excuse for it.  If you need help with domestic abuse, or if you are concerned about a neighbour who you think is at risk, please contact us on 020 8354 5500. We have trained staff who can explain the options available to help you.  

If you are in immediate danger, please call 999 and ask for the police. You can make a ‘silent call’ to the police if it is not safe for you to speak by dialling 999 and then pressing 55 when prompted.

Getting in contact with us

If you have any other questions about services, please contact us via the My Octavia App, by email or by telephone on 020 8354 5500. Our contact centre is open between the hours of 9.30am to 4.30pm, Monday to Friday.

Updated: February 2022