Latest update

Your health and safety is our top priority and we’re continuing to monitor the situation around Covid-19.

With infection rates still high, it is important that we continue to stay cautious and help protect ourselves and others. We can do this by: 

  • Meeting up outside or if you’re indoors open windows or doors if you have visitors.
  • If you think you might have COVID-19 symptoms, take a PCR test and stay home.
  • Wearing face coverings in crowded places to help protect others.
  • Checking in with the NHS COVID-19 app when you’re out.
  • Washing your hands regularly and for at least 20 seconds with soap.
  • Getting vaccinated if you are 18 or over

Reporting a repair

We are 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 are likely to 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 or shielding.

When visiting your home, our operatives will be wearing full-personal protective equipment. They will also abide by the two-metre social distancing rule.

When we visit your home, please help by: 

  • 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 the covid delta variant 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. 


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 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. 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: November 2021