Main contacts

We have put in place a series of measures and actions to ensure that we, in line with Government advice, prevent the spread of Coronavirus (COVID-19) whilst continuing to offer services where we can. Below is a quick reference list of our main contacts. For a full list of service changes please visit here.

Our office
Please do not visit our head office (Emily House). It is closed until further notice.

Getting in contact with us 
If you have a general enquiry, please call us on 020 8354 5500 or email us at Our contact team is here from 10am to 4pm to deal with all calls, emails, enquiries and service requests. Residents can also use the MyOctavia app where relevant.

Visiting you at home
All home visits have been suspended until further notice. Instead, please direct your enquiry online, via our contact team or the MyOctavia app. Emergency and urgent repairs will continue to be carried out, but please note that you will be asked a series of health and safety questions first to ensure that we have the right measures in place to carry appointments out safely.

Repairs service
Only emergency and urgent repairs will be carried out until further notice. If you have a routine appointment, we will take a note and make an appointment at a later date. Please note the information above about additional safety questions that will be asked at the time of making an appointment. You can report emergency and urgent repairs from 9-5pm, Monday to Friday via the usual number 020 8354 5500. Outside of these hours, our emergency cover will also take your call.

Emergency and urgent repairs are those that are needed to remove immediate danger to people, to make your home safe or to avoid flooding or major damage to your home.

This includes:

  • Issues which could, or have already, caused significant damage to your home such as flooding, burst pipes or fire
  • Total loss of electricity, mains water, hot water and/or heating
  • Any repair required that poses a potential danger to a resident such as an unsecured front door

We will get someone to your home as soon as possible and make the situation safe within 24 hours.

Other ongoing works
We will continue to carry out all other urgent works that are ongoing for as long as the Government advice allows. Please get in contact if you have a particular query.

Care schemes
Please do not visit our care schemes. We encourage all family and friends to contact their relatives via phone or video call. Please contact our individual schemes for further help, advice or updates on specific measures in place.

All face-to-face creative and social activities in our care schemes, community hubs or group befriending sessions in other local locations have been suspended until further notice. Please visit our other pages to find out how we are helping older people in our care and the wider community.

Emergency food vouchers
Please contact us if you receive your food vouchers from us. These can be collected from our community hub, The Reed, 28 Convent Gardens, Notting Hill, London W11 1NH, which is otherwise closed.

Local Authority enquiries
Please see our latest update for Local Authorities and partners here. If you have any further enquiries, please email