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
We are prioritising emergency and urgent works until further notice. Any routine repairs you report will be assessed and only carried out if safe to do so or if we feel that they might develop into urgent repairs. Please note the information above about additional safety questions that will be asked at the time of making an appointment. You can report 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.

Planned Works

Where we were carrying out our planned works programme - cyclical decoration works, roof and window renewals - when the restrictions came in to place, we will continue to try to complete those 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.

Health and Safety

We are required to continue to carry out essential health and safety works – for example servicing your gas boiler and actions coming from Fire Risk Assessments so please provide access. If you have any concerns you can discuss these when booking the appointment and our 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.

Any operative visiting your home will abide by the 2 metre social distancing rule and expect you to do the same – we also request that you ensure that the area they are to work in is clean and clutter free before they arrive. 

Our operatives have been provided with full personal protective equipment – i.e. facemasks, goggles and gloves which will be used when entering a property where someone is self-isolating or part of the 1.5 million identified as requiring shielding.  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.

Extra care schemes

Please do not visit our extra 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