Council tenants and leaseholders
We know that residents are worried about the impact of COVID-19, but your housing teams are ready to work differently. This is to support everyone who lives in our council homes as much as we can. We know we will have to move our teams around as our staff are forced to self-isolate. You will see some changes to your services but please bear with us. We are working hard to make sure that all essential work continues. We will make sure that the most vulnerable people in our communities get the help they need.
Your neighbourhood housing teams
Your neighbourhood housing teams will continue to work, but to protect residents and staff, the team will only be carrying out essential visits. They will be prioritising supporting vulnerable residents and people living alone with other support needs. Please look out for your neighbours, particularly if they are older, and if you are worried about them please call us on 020 7974 4444 (option 9). If you live alone and need help to go shopping and can’t ask family, friends or neighbours for help, contact us on the same number.
If you are worried about paying your rent we can help
We know that many of our residents who are working will be very worried about the impact of the situation on their income. If your financial situation has changed and you are concerned about how you will pay your rent or council tax, we are here to help. No tenant will be evicted from our council homes if there is clear evidence that they have been unable to pay rent as a direct result of COVID-19. Please get in touch with your neighbourhood housing officer as soon as possible so we can offer you support and advice. The council is committed to supporting tenants through this very difficult time.
If you’re concerned about not being able to pay your rent because you pay in cash or use an Allpay card, speak to your neighbourhood housing officer. You can also pay for your rent online or over the phone on 020 7974 4444.
If you are worried about paying your service charge
If you are experiencing difficulties paying your service charge or major works invoices because of COVID-19, please email us at firstname.lastname@example.org or call 020 7974 3559 and we will be able to offer you support.
Due to staff working remotely and not in the office, we ask leaseholders not to send letters and cheques in the post – please contact us by email and pay any charges online.
We are sending you important updates about your housing services by email. Please regularly check your inbox, including spam and junk folders. If you haven’t registered an email address with the Council or your email address has changed, contact your neighbourhood housing officer or leaseholder services.
We will continue to send letters to tenants and leaseholders who do not have access to email.