Coronavirus - your frequently asked questions

Can't find what you're looking for? If you have a question that you can't find the answer to here, please email us at or call us on 0300 123 9966 so we can help.

Are your offices open?

Following the latest government guidelines, our staff are currently working from home. The best way to get in touch with us is online at – where you can pay your rent, report a repair, raise a complaint or a safeguarding concern – or in the usual way on 0300 123 9966 or

Can I still access services and information if staff are working from home?

Yes, you can find lots of information on our website and all of our home-working colleagues have access to all of our systems and information because of our agile working arrangements. Please remember that you can save time by reporting and checking the status of repairs, checking your rent or service charge, making payments and more online at

Some of my neighbours are not following the social-distancing rules and are being very noisy – what can I do?

We have heard from a number of residents that a small minority of people are congregating in communal areas, on balconies, in hallways or in outside spaces. This can understandably cause anxiety and frustration, especially if they’re noisy. Many of our residents are key workers who provide critical services, in particular those working for the NHS, many of whom are having to work unsociable shifts so may need quiet to sleep during the day. If you don’t feel comfortable speaking to neighbours who are not following the rules, the Police have been given powers to disperse gatherings and issue fines. To find out more, please visit the Metropolitan Police website.

What are you doing to support vulnerable people or those at risk?

Our Community Safety & Safeguarding Team continues to support residents who may be at increased risk of harm such as domestic abuse during this national period of self-isolation. We understand that during these difficult times, older and/or vulnerable people are at an increased risk and we want to assure residents that we are here to listen and advise you and will signpost and provide support where possible. If you, or someone you know, is at risk or you’re concerned for your or their safety, please email us If anyone is in immediate risk of harm or danger, always calls 999. The Independent Office for Police Conduct has published a Silent Solution guide for people who are in danger and need to speak to the Police but, because of the situation they're in, aren't able to speak.

Do you have advice for customers who are struggling emotionally?

Taking care of your mind as well as your body is really important while staying at home because of coronavirus. You may feel bored, frustrated or lonely. You may also be low, worried or anxious, or concerned about your finances, your health or those close to you. Public Health England has launched its 'Every Mind Matters' campaign, with tips and advice on things you can do now to help you keep on top of your mental wellbeing and cope with how you may feel while staying at home.

Who can help with parking queries?

UK Car Park Management Ltd (CPM), who manage our car parking schemes, have temporarily closed their call centre. For the time being you will need to email the following, with a contact telephone number:

Are you still carrying out property viewings?

Home viewings have resumed after restrictions were eased by the government; however, we still offer virtual viewings if you prefer this option.

Advice on how to recognise and avoid scams

People are using the coronavirus outbreak to try new scams by email, call and text. They’re even using online marketplaces to sell goods like face masks and hand sanitisers that don’t exist. If you get an email with a link, or attachment, like a PDF that offers advice or a cure for the virus, it’s likely to be a scam.

What you need to know:

  • Don’t open emails if you don’t know who sent them
  • Don’t reply to any email that looks odd, has a messy layout or spelling mistakes, even if you think you know who sent it
  • Don’t click on any links or attachments unless you know they’re safe
  • Before buying online do some research and check seller reviews
  • Pay by card when shopping online

Glossary of key words

There's a lot of new and unfamiliar words being used about the virus and it can be a bit confusing. Here are some of the terms and their definitions to help you keep up with the latest on the global pandemic.