Problems with our phone lines

Due to our contact centre currently working remotely we’re experiencing some technical issues that may affect the quality of the telephone line. We’re working hard to fix this and we thank you for your patience and understanding. You can still complete our contact us form or email us if you need to get in touch with us.

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Adapting to change during Coronavirus (Covid-19)

Behind the scenes as an organisation we’ve been working hard to adapt to the coronavirus (Covid-19) health pandemic to ensure we continue to deliver essential services for residents including the most vulnerable people during the crisis.

Find out the below processes, services and initiatives we’ve implemented!

Processes

  • We’ve updated our internal systems to identify residents who’ve informed us about changes to their employment status as a result of coronavirus so we can help to provide them with one on one support.
  • We’ve given our Customer Service Advisors additional training to ensure they can refer residents to agencies who can provide formal support based on specific need at the first point of contact. This gives our income officers more time with resident who may need more support than others during this time.

Services

  • We’ve introduced an additional stage in our arrears process, to provide further support to residents and give additional time for those whose employment status and financial situation has changed due to coronavirus.
  • Our Welfare Team are regularly providing guidance to support and upskill colleagues speaking to residents. This is to ensure residents can receive support in a timely manner from other teams, while the Welfare Team are currently responding to a significantly increased number of queries.
  • We’ve worked with our contractors to implement deep cleaning in our Older Persons Schemes. We’re currently disinfecting communal areas every two hours, seven days a week.
  • Contractors have designated groups of staff who’ve volunteered to be on call to attend to residents’ homes for emergency repairs if they have registered with us that they have symptoms of coronavirus.
  • We’ve continued to carry out gas safety checks in residents’ homes to maintain building safety and compliance. Contractors are maintaining social distancing and wearing appropriate PPE to minimise risk to residents and themselves. Where possible, we’re asking residents to remain in another room, while checks are carried out. You can read more about this in our recent article about how we’re staying compliant during this time here.

Network Homes Initiatives

  • We’ve supported initiatives in London Borough of Brent through donations.
  • We’ve joined up with a charity, Hestia, to provide a new safe house in Brent for female victims of modern slavery. The safe house will be run by Hestia, the largest provider of modern slavery support in the capital. You can read more about this in our recent news article here ‘Network homes joins up with Hestia to provide safe house.’
  • We’ve donated food vouchers to over 60 families who are experiencing financial difficulties due to coronavirus.
  • Our Private Rented Operations Team has made additional temporary accommodation available to NHS staff at our accommodation in Northwick Park.
  • Our Development Team has been providing parking to construction workers on site to reduce the impact on commuters using public transport. Contractors have implemented social distancing and are using appropriate PPE while on site.

Checkout our website for the latest service updates and advice! We have a dedicated containing advice and information for residents on coronavirus (COVID-19).

Covid-19 latest service updates and advice