Latest update

The Government has announced a second national lockdown in England from 5 November for at least four weeks. The new rules have been published here Keeping our services to you going, whilst at the same time taking steps to keep everyone safe, will continue to be our main priority. Over the last few months, we have introduced some new ways of working which have enabled us to maintain our services during this period. Please continue to report matters as usual and we will do our best to provide the services requested in the safest way possible.

Repairs service

When you call the repairs service, you will be asked a series of questions by the call centre staff to help them plan appointments appropriately.

  • If you are someone who is are considered to be clinically extremely vulnerable (if you have a very serious medical conditions and/or are on your GPs shielding list), we will only be able to carry out specific emergency repairs for the time being. We will keep a record of any other repairs you require and you will be contacted at a later date to book an appointment. 
  • For those of you who are considered clinically vulnerable – i.e. over 70 years old, have a long term medical condition or are pregnant - we will carry out emergency and urgent repairs as normal, but some routine repairs will be placed on hold until after the lockdown ends. 

Health and safety works

We are continuing to carry out essential health and safety works – for example servicing your gas boiler and actions coming from Fire Risk Assessments.  Please provide access when asked. If you have concerns about this, discuss these when booking the appointments – the call staff can talk you through the process.  Where possible we will also continue to carry out safety inspections and necessary repairs in communal area in line with government guidance, to ensure that you remain safe in your homes. 

Planned works 

We will continuing with all planned works, where possible to do so within the Government guidelines and as staffing resource numbers allow.  Operatives working on the external or communal parts of your homes are required to maintain social distancing. 

When we visit 

When visiting your home, our operatives will abide by the two metre social distancing rule and expect you to do the same – we request that you ensure that the area they are due to work in is clean and clutter-free before they arrive.  If possible, please ensure that a window is open in the room they are to work.

Our operatives have been provided with full personal protective equipment, they have also been provided with hand sanitiser to use before and after they complete work.   

We understand that this is an extremely worrying time for everyone, and we are following the guidance provided by our regulator and the Government to try to ensure that we keep our residents, staff and contractors safe. 

You can report repairs from 8.30am-5pm, Monday to Friday via the usual number 020 8354 5500. Outside of these hours, our emergency cover will take your call.

Communal cleaning services

Our caretakers are continuing with normal cleaning services as far as possible, concentrating on areas such as door handles, handrails and lift panels.

Extra care schemes 

We already have rigorous measures in place in our extra care schemes to keep them Covid secure and these are currently being reviewed. Anyone seeking more information about this should contact us for an update in the usual way.

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. We currently have virtual tours available for several different developments and we will be rolling out more in the future. 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 out there for vulnerable, older and at-risk people, and 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. Visit our financial support page here for more information.

Getting in contact with us

You can contact us using any of the following ways:

  • My Octavia

My Octavia is one of the quickest and easiest ways for you to contact us. You can view your rent balance and rent statement, pay your rent, track the status of your repair, make an enquiry and more – 24 hours a day, 7 days a week. Go to to find out how to download the app and get started.

  • By email

  • By telephone

For service enquiries and requests, call us on 020 8354 5500 Monday-Friday from 9.30am to 4.30pm

Head Office

Our reception at Emily House remains closed until further notice. If you need assistance, please contact us via the app, email or telephone.

Updated: 5 November 2020