Important changes from your landlord

Back in December 2024, Octavia Housing joined the Abri group as a subsidiary. Since then, lots of work has taken place to improve the services you receive as a resident of Octavia. Whilst some good progress has been made, we know there’s still more that needs to be done.

To help us get services back to the high level you deserve, we need to work as one big team with the Abri group. And to make that happen, there’s some work that needs to happen in the background with our systems.
As part of this, some changes are coming into place on Monday 8 September that you need to be aware of.

There’ll be no change to services
First of all, we want to reassure you that you won’t see any changes to the service you receive from us as your landlord as a result of the work on 8 September. In fact, the improvements that have happened since Octavia joined the Abri group will continue and get even better.

As an Octavia resident, you’ll benefit from the resources and support of the Abri group as a larger, financially resilient and high-performing organisation. That means more people to provide services in your local west London community, more people to respond to your questions (and get back to you more quickly), and more investment in areas that you’ve told us are a priority.

You’ll see more ‘Abri’ about – but Octavia is still your landlord
There are some areas where we’ll need to include the Abri logo or refer to Abri in writing. For instance, you’ll start to see the Abri logo on communications you receive from us and our emails will come from @abri.co.uk.
Your landlord is still Octavia and there is no change to your tenancy or the services you’re entitled to receive from us.

We’re committed to preserving, celebrating and honouring the history and legacy of Octavia Hill, as the founder of the social housing movement. The references to Abri do not change that commitment and we’ll continue to involve you and keep you informed about any future decisions on our branding.

How to get in touch with us from 8 September
You’ll still be able to reach us through the methods you’re used to – and you’re actually able to do this quicker than ever before thanks to the investment that’s been made in improving the contact centre. But there are a few differences in how you’ll do this now:

• from 8 September, our phone number will be 0300 123 1567 – please make a note of this new number
• our email will still be info@octavia.org.uk
• you can follow the Abri group on social media to stay up to date with the latest news and content
• if one of our team emails you, you might notice their email will be @abri.co.uk from 8 September onwards – please rest assured, they are still an Octavia employee

If you’d like to check the legitimacy of any contact from us, just give us a call on 0300 123 1567.

Receiving and posting letters
If you receive a letter from us after 8 September, it’ll have the Abri logo on. Your landlord is still Octavia and this doesn’t affect your tenancy in anyway.

If you need to post us a letter after 8 September, please continue to send it to:

Emily House
202-208 Kensal Road
London
W10 5BN

Your tenancy reference number
Your tenancy reference number is not changing. If you're not sure what your tenancy reference number is, you'll be able to find it at the top of letters that have been sent to you. It’s useful to know, so we’d suggest making a note of it for the future.

Finally
We want to reassure you that these changes don’t impact your tenancy, charges or the services you receive from us. They’re about improving how we work so we can provide a better customer experience for you, because that what’s we’re here to do. We hope everything in this letter is clear but if you have any questions, please get in touch.