Service updates

As well as the changes we have made to our main repairs and contact services, it has also been necessary to make some changes to other services:

Drop in Citizen's Advice service
The 'drop in' Citizen’s Advice service at Emily House has been suspended and replaced with telephone appointments. You can either call us on 020 8354 5500 to make an appointment (Citizen's Advice will call you back) or call your local Citizen's Advice directly.

Communal cleaning services
Our caretakers are continuing with normal cleaning services as far as possible, concentrating on areas such as door handles, hand rails and lift panels. But there is some pressure on staffing resources at the moment, so if you are not receiving your normal service, please bear with us. We are working to get things back to normal as soon as we can. Our staff are issued with Personal Protective Equipment for their protection but we do ask that residents contact their local caretakers by phone wherever possible for the time being, rather trying to meet them to talk face-to-face or knocking on their doors.

Grounds Maintenance 
Unfortunately, we have had to suspend our grounds maintenance service temporarily. We will be regularly reviewing this in line with official guidance and any changes to this service will be publisised here. 

Care schemes
All non-essential visits and social activities in our care schemes have been suspended. 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 group befriending sessions have been temporarily stopped. Our popular one-to-one befriending service has been replaced by one-to-one phone befriending sessions to limit face-to-face interactions, and in addition we are also utilising volunteers and diverting staff to assist with shopping and basic support for those most in need. Due to an increased level of demand, we are rapidly growing our phone services as much as we can. If you would like to offer help, you can find out how here.

Charity shops
In light of the latest advice from the Government and from Public Health England, we have decided to close our charity shops until further notice. As a consequence, we will be unable to accept donations for the time being. We kindly ask our supporters to please not leave any donations outside our shops. Thank you for your patience and understanding with this.

Youth services - Base@theReed 
All face-to-face youth work activities including those delivered at Base@theReed have been temporarily suspended. 

In the meantime, we are looking at potential ways to support the young people we work with remotely, and will update you once there is a finalised plan in place. We welcome any suggestions you may have, so please get in touch with our Youth Programme Manager, Conor Lynch, at to share your ideas with the team. Additionally, if either you or your child is a current Base member with a specific set of support requirements, please let us know and we will factor that into our planning.

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.