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COVID-19 UPDATE

During this unprecedented situation, our teams are working remotely where they can and we are supporting our neighbourhoods with critical on-call services only. Please speak to our Relationship Management Team if you need support on-site, use our Get Living App or Contact Us through this site. We will prioritise those in urgent need, so do bear with us during this time. For those with appointments in the coming days, we will be in touch with you directly, please visit our FAQ page. 

Maintaining our service to residents – Coronavirus

The health and wellbeing of our residents and our employees is our top priority. 

We continue to follow the latest government advice surrounding the Coronavirus (Covid-19) situation in the UK and are adapting our service to best serve our customers and protect residents and staff during this time. 

Please see our FAQs below. These will be updated as the current situation and advice continues to evolve.   

If you have any other questions, please contact a member of our team on email or phone and we will answer as best as we can.

Page last reviewed: 27 March 2020

We have been regularly updating residents and sharing the latest government advice via email. We would ask residents to keep an eye on their emails and let us know if you have not received these.

  • We have had to reduce our cleaning teams but those who remain on site have been instructed to continue to clean the communal areas thoroughly, and we are providing staff with access to anti-bacterial hand gel and PPE where we can
  • We have postponed all Get Living organised events until further notice
  • All our Welcome Offices and resident amenity spaces are now closed
  • Our teams remain available on the phone and email during our normal office hours and we are operating on appointment-only basis for essential services i.e. key collections and emergency maintenance.

In the event of a confirmed case in your building, we will take guidance from Public Health England as to required actions. This is likely to include a deep clean of the communal areas of the building.

Where possible we have closed our resident amenity spaces within our buildings and placed signage in areas which need to stay open for access reasons advising people not to congregate.

Currently courtyards and parks within our neighbourhoods remain open for exercise and we are asking residents to use these spaces responsibly, observing social distancing of two metres with anyone not in their household.

We recognise our residents may be anxious about their finances over the next few months and have been working to put in place payment support for those who, as a result of Coronavirus, are experiencing financial hardship at this time.

We are committed to supporting residents who can demonstrate financial hardship and are asking those who are worried about making rent payments to get in touch with our Relationship Management team.

Further guidance for renters in the context of Coronavirus can be found on the government website here.

We have stopped viewings on currently occupied properties and are postponing any mid-term inspections that are due to take place in the coming weeks.

With reduced teams in our neighbourhoods we will only be able to deal with emergency maintenance tasks, such as loss of water and power.

Should these works require a member of our team to enter your home, we will continue to follow current protocol which is to give you 48 hours’ notice and request your permission. We will also call you on the day we are due to access your home to get further confirmation.

On entering the home, our team will ask that you stay in another room while we carry out the visit.

For non-emergency maintenance jobs, please do continue to flag these to our Relationship Management team so we can log these for when normal service resumes.

We have been working to make it possible for new customers to view a home within government social distancing guidelines, including pre-recorded videos and virtual tours.
For those who have viewing appointments booked in over the coming weeks, our team will be getting in touch with you directly.

To make an enquiry about a home, please give us a call or drop us an email – you can find contact numbers for our different neighbourhoods and opening hours here.

We have adapted our processes to allow us to accommodate non-contact move-ins. If you have any concerns or would like to change your planned move-in date, please contact a member of our team who will be happy to assist you.

If you are coming to the end of your time with us and would like to stay in your home during these uncertain times, then we can extend your tenancy for as long as you need. Simply give us a call or drop us an email and we will take it from there.

We are providing non-contact move-outs – please contact our Relationship Management team who can provide further instructions.

Our teams are working remotely where they can but remain available on phone and email during our opening hours. Those that are traveling in for essential services are being advised to travel off-peak and to observe social distancing, as well as maintaining regular handwashing and using the hand sanitiser gel provided.

Sadly, many of our independent retailers have had to close but some are operating take-away services. Please check their websites and social media channels for the latest updates.

We have pointed residents to their local convenience stores:

  • East Village: Sainsbury’s on Celebration Avenue
  • Elephant Central: Sainsbury’s on New Kent Road
  • New Maker Yards: Sainsbury’s on Regent Road

Public Health England: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public
The NHS: https://www.nhs.uk/conditions/coronavirus-covid-19/

To avoid catching or spreading the virus, you are reminded to:

  • wash your hands with soap and water often – do this for at least 20 seconds
  • always wash your hands when you get home or into work
  • use hand sanitiser gel if soap and water are not available
  • cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
  • put used tissues in the bin immediately and wash your hands afterwards
  • try to avoid close contact with people who are unwell