Changes to housing services due to Covid-19

Housing offices

To protect our residents and staff, our housing offices in White City and Fulham are now closed to visitors. For all enquiries please email or phone. We will be able to help you.

Please see contact us about housing.

Cleaning and caretaking on estates

Our caretakers will be focusing on high use areas, using disinfectant to clean key touchpoints, such as door handles and push plates, lift buttons, intercoms, handrails, bannisters, chute areas, bulk points, regularly throughout the day.

It would really be helpful if residents could work with us to keep our estates clean by limiting bulk waste and ensuring emergency exits aren’t obstructed. We’ll be carrying out regular health and safety inspections of these areas. 

Ball courts and playgrounds

Ball courts on our estates will be closed in line with government guidlines. Playgrounds will remain open.

Residents in sheltered housing

On sheltered schemes we’re increasing our presence and frequency of cleaning in the communal internal areas. We’ll be carrying out thorough wiping of all hard surfaces, particularly doors and handles, tables, kitchens areas, offices, lifts, laundry rooms and toilets.

We may have to limit the number of home visits we carry out to just vulnerable residents and we will keep you updated on this. 

We’re reviewing our capital works projects and may put some of these on hold. We will routinely review the situation and keep you updated.  We will not carry out works where residents are either vulnerable, self-isolating or pregnant.


The government has said that home visits are still allowed under the new restrictions. We will aim to honour existing appointments where possible and will call you if these need to be rescheduled. We will be following government health and safety guidance closely when we visit your home. 

If you need an emergency repair or are chasing up an outstanding repair, we’re asking that you contact the Customer Service Centre on  0800 023 4499 or via email rather than coming into council offices, so we can limit the risk of infection. We’re likely to be experiencing a high volume of calls for the foreseeable future for which we apologise in advance and thank you for your patience. We will keep you updated with any changes to the service.

If you are due to have a repair carried out and you need to self-isolate, please let us know. It is important that we protect the most vulnerable residents and not risk spreading the virus.

If you think you may have picked up the virus and are self-isolating, we’ll arrange to come at another time when you’re better. We’re sorry for any inconvenience this will cause.
If your repair is an emergency and you’re unwell, we’ll put special measures in place to get the repair done. There may be another way we can gain access and sort the issue.

If we do carry out a repair for you, our contractors and operatives will stand a safe distance and check before they enter your home, that you are well and not self-isolating. This is to protect you and them while they are working in your home.

In the coming months it is inevitable that our resources will be severely stretched, and we may have to make tough decisions about which services we provide. We will keep you updated.

View our housing FAQs