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 

You can contact us using any of the following ways:

  • My Octavia

My Octavia is one of the quickest and easiest way 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. Just log into your My Octavia App.

  • By email

info@octavia.org.uk

repairs.octavia@mearsgroup.co.uk

  • By telephone

Please note our customer contact team are currently responding to calls between the hours of 10am to 4pm, Monday to Friday.

0208 354 5500

  • Reporting a Repair

To report a repair, you can call us between the hours of 9am to 5pm, Monday to Friday.

0208 354 5500

Outside of these hours and on public holidays, there is a service for emergency repairs only. Call us on 0208 354 5500 and your call will be transferred to our emergency out of hours service

  • If you have coronavirus, or are self-isolating

Please let us know about this when you contact us, so we can take the appropriate steps to ensure everyone’s safety before an appointment is made. We may also ask you a series of additional health and safety questions before an appointment is made. Where we believe the risk posed is too high to carry out the repair safely, we will make a note of the repair and review periodically in line with government guidance.

Social distancing measures
We ask you to maintain social distancing when our operatives are in your home and help us by ensuring the area they will be working in is clean and free from belongings. This will enable them to carry out their work as quickly and carefully as possible.

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 query

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
Our repairs service is now open as normal but please note that you will be asked a series of additional health and safety questions before every appointment is made. Where we believe the risk posed to either you, your household or our operatives is too high, we will make a note of the repair and review again periodically and in line with government guidance. 

We ask you to maintain social distance when our operatives are in your home and help us by ensuring the area they are to work in is clean and free from belongings. This will enable them to carry out their work as quickly and carefully as possible. From 1 August, routine repairs and maintenance will be able to take place in the homes of shielding individuals.

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.

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
Socially distanced visits at our extra care schemes have re-commenced. Please contact our individual schemes for further help, advice or updates on specific measures in place.

All group activities in our care schemes, community hubs or group befriending sessions in other local locations have been suspended until further notice. We continue to run socially-distanced wellbeing activities, limiting the number of people that can attend each time. 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 david.woods@octavia.org.uk