Maintaining our service to residents

We recognise that Coronavirus has had a continued impact on personal finances. If you are worried about making rent payments, please do get in touch with our Relationship Management team.

Please note that for us to assist with any hardship requests, our team may ask for evidence of your position. Examples of evidence may be payslips or communication from your employer in regards to changes to employment.

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

Communal areas within our neighbourhoods are open for residents to use. This includes lobby spaces, courtyards and parks.

For those who are self-isolating in line with government advice, we would appreciate it if you could continue to update our teams.

This information will be kept in confidence and helps protect our teams. This ensures that we do not send any of our staff to your home to undertake routine tasks, such as maintenance, and means we can help you with services such as rubbish collection.

Please contact your neighbourhood team by phone or email.

For those who are in self-isolation, please follow NHS advice.

We are now able to undertake maintenance and repair tasks beyond emergencies. Please continue to raise any maintenance requests through the Get Living app. We appreciate your understanding as our team prioritise those that are most pressing.

Should these works require a member of our team to enter your home, we will continue to follow current protocol. This means we will 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.

Before entering the home, our team will check your health status and may ask that you stay in another room while we carry out the visit. This is a precautionary measure.

We understand how important it is to see and experience your home before making a decision. We are encouraging customers who are at the beginning of their viewing journey to make use of virtual viewings. You can experience this through pre-recorded videos and online tours. Once you have shortlisted your homes, our teams will be happy to show you around the homes in person.

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

We have resumed our normal move-in processes. 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 have resumed our normal move-in processes. If you have any concerns or must change your planned move-out date due to self-isolation, please contact a member of our team who will be happy to assist you.

We’re pleased to see many of our independent retailers have re-opened and resumed normal services. Please check our retailers page, 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, East Village
• Elephant Central: Sainsbury’s on New Kent Road, Elephant & Castle
• New Maker Yards: Co-op Food in Lockgate Square, Middlewood Locks

Gov.uk: https://www.gov.uk/coronavirus

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