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Coronavirus (COVID-19) Update

Latest Update: Essential Services

As the government enters into phase 4 of the roadmap to recovery - Freedom Day, the health and safety of residents and staff remain our top priority during the national lockdown. We will continue to deliver essential services, such as;


  • Compliance
  • Routine, Urgent and emergency repairs
  • Planned works
  • Cleaning
  • Lettings and estate inspections


We continue to deliver these with a focus on health and safety, to ensure we adhere to government guidance. 


Emergency & Routine Repairs

Due to the continued spread of Covid-19 and heightened restrictions across London, our repair service has been significantly impacted and there is higher demand.


We are prioritising emergency or urgent repairs and will now be rescheduling routine appointments. If you have reported a routine repair to us, there could be a delay in it being completed. 


If we must visit your home for any reason, we will contact you beforehand to ensure you are comfortable with this. Please help us all stay safe and cancel or reschedule appointments you’ve booked if anyone in your household develops Covid symptoms. 


If you do have an operative visiting your home for a repair, we will ensure that social distance guidelines can be met. 

When we arrive at your home:

  • Our operatives will be wearing Personal Protective Equipment (PPE). This will include; face masks, gloves, shoe covers and may include protective overalls.
  • Please ensure your home is ventilated during your appointment - open windows or doors in the areas that the operative will work, and observe social distancing. 


Estate Services and Maintenance


We may need to change the way we deliver our services e.g. caretakers will focus on cleaning high touchpoints such as door handles and lift buttons, but less time on external areas. 

Our Caretakers hours are from 8.00 AM – 4.00 PM and will still follow guidelines where needed and all PPE is worn at all times including face masks.


Mile End Road Office

Our office will also remain closed, but we continue to deliver services from 9:00 a.m. to 5:00 p.m. with an out of hours service outside of those times. Should you have any questions, our customer service team is on hand to help. 


Thank you for your continued support, patience and understanding


It’s easy to contact us in other ways:


MyGateway Portal: MyGateway portal.

Telephone: 0208 709 4300

We continue to prioritise those who are vulnerable so please continue to use the website and MyGateway portal for reporting repairs, making payments, reporting ASB, and contacting us, rather than calling directly if you possibly can.

Please continue to check the website, read the letters that we send you, and also look out for text messages to keep yourselves updated.  We understand this is a difficult period, and we are offering support should you need it. 


We appreciate that this is a constantly changing situation so we’ll update you as quickly as we can.


Financial Support


Difficulties paying your rent- We are here to help

We recognise that some tenants’ income will be affected by the coronavirus outbreak. Please get in touch with us if you face difficulty paying your rent. We are able to provide advice and support over the phone or signpost you to the appropriate service. We’ve already helped over 108 residents since April 2020:

  • Supported 23 residents with Housing Benefit- including receipt of Discretionary Housing Payments
  • Supported 71 residents with Universal Credit- including claims, and arranging direct housing payments to Gateway Housing
  • We’ve also supported 14 residents with council tax, pension credit and benefits advice

This support has resulted in raising £109,000 in additional income on behalf of our residents.


Free Employability Workshop

We have a FREE workshop available to get you online and help you get into the world of work.

For more info and to register your interest, please contact: Nariscia Sherman - Community Investment Coordinator 

Upcoming Virtual Events:

Free Employability Workshops

Friday  23 July 2021 1:00 PM - 2:00 PM

For more info and to book your place contact:



Let's take this next step, safely

Information on local COVID alert levels, including what they mean, why they are being introduced and what the different levels can be found here:


The NHS has advice for helping you stay clear of infection and what to do if you feel unwell. This is updated regularly: www.NHS.UK/conditions/coronavirus-covid-19/


You might be worried about coronavirus (also known as COVID-19) and how it could affect your life. This may include being asked to stay at home or avoid other people. This might feel difficult or stressful. But there are lots of things you can try that could help your wellbeing.

Below are a few useful organisations that can provide advice and support:

Age UK 

Advice or Information on money, care or health.


Cruse Bereavement Care

Information and support after a bereavement



Non-urgent information about mental health support and services 

0300 123 3393

Money Advice Service| Free and impartial money advice

National Domestic Violence helpline

 24-hour helpline provides advice and support to women and can refer them to emergency accommodation.

08082000247 (24 hours)


Get medical help near you



24-hour emotional support for anyone who needs to talk.


Covid-19 community champions

Tower Hamlets COVID-19 Community Champions

Covid-19, and the measures taken in response, continue to impact all of us in Tower Hamlets

Tower Hamlets Covid-19 community champions network has been established to empower and support Tower Hamlets residents to stay up to date with the latest advice about Covid-19.

Champions help their family, friends and the wider community make sense of the latest advice and information about Covid-19, to help ensure we all stay safe and alert to the risks of the virus.

As a champion, you will receive regular updates on Covid-19 by text message, WhatsApp, email or in live webinars. You can then share them across your networks, in whatever format you like.

By having and sharing clear information, you, your friends, family and community can make informed choices and help to keep Tower Hamlets safe.

Find out how to become a Community Champion by visiting:

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