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Coronavirus (COVID-19) Update

Latest Update: Essential Services

The health and safety of residents and staff continue to remain our top priority. With the lifting of most national lockdown measures, we continue to deliver services safely and respectfully.


  • Compliance
  • Repairs
  • Void Works
  • Planned works
  • Cleaning
  • Estate Inspections
  • Lettings



With infection case numbers continuing to rise and members of our Repairs Team requiring to self-isolate, this reduces the number of Operatives we have available to attend repair appointments.


To help protect residents and colleagues and to maintain our essential services, we have taken the difficult decision to provide emergency repairs only.


We also have decided to extend Routine Repairs from 30 days to 60 days. The extension will allow us to agree on appointment dates to consider the impact of the general increasing number of COVID-19 cases and the ongoing need for members of our Repairs Team to self-isolate.  


Safe Working Practices

To ensure the safety of our staff and residents, we will continue to practice social distancing, and we ask that our residents help us by doing the same.

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 consist of protective overalls.
  •  Please open windows or doors in the areas that the operative will work, and ensure at all times to observe social distancing. 



Safety Tests

We want to reassure residents that our gas and electrical safety checks will continue to be carried out in line with our legal and statutory duties, ensuring we keep our residents safe.


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 FREE workshops 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 



Let's keep life moving

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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