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 ask@onehousing.co.uk or call us on 0300 123 9966 so we can help.

Are your offices open?

We have had to temporarily shut our offices to protect the health and wellbeing of customers and colleagues. Our office-based staff are working from home, including all of our customer service advisors. When Government restrictions are lifted, we will open our offices again. In the meantime please contact us in the usual way on 0300 123 9966 or ask@onehousing.co.uk.

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 www.myonehousing.co.uk.

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 asking neighbours to stay inside their homes the Police have been given powers to disperse gatherings or groups and enforce the lockdown. 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 safeguarding@onehousing.co.uk. 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?

We’re continuing to review the way we do things so we can be sure we keep customers and colleagues safe and well. We have been carrying out virtual viewings on many of our properties that are available to rent.

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.