Coronavirus

Our number one priority throughout the coronavirus pandemic is the safety and wellbeing of our residents and customers.

If you are experiencing financial difficulty, have concerns about the wellbeing of yourself or your family, or if you are aware of a resident who is struggling to receive support whilst self-isolating, please get in touch and someone will get back to you to explain how we can help.

 

The fastest way to contact us and receive a response is to send any enquiry to us through our secure online portal.

Alternatively, you can contact us by email or telephone:

If you are contacting us to request that we visit your property, please let us know if anyone in your household is currently unwell due to the coronavirus, or self-isolating due to vulnerabilities, such as pregnancy or underlying health issues. We will advise you in each case about how we are able to support you.

Our services are continuing to operate in a way that is safe for both customers and colleagues. We are continuing to ensure all our services are being delivered in accordance with all government guidance and requirements.

Repairs and Property Services

We are providing our full responsive and emergency repairs service, alongside our programme of routine, planned, and compliance services.

If you are contacting us to request that we visit your property, please let us know if anyone in your household is currently unwell due to the coronavirus, or self-isolating due to vulnerabilities, such as pregnancy or underlying health issues. We will advise you in each case about how we are able to support you.

Our colleagues will continue to wear appropriate Personal Protective Equipment (PPE) and to maintain social distancing where possible when visiting your home.

Care & Support

We are continuing to provide our full range of Care and Support services to customers.

We are pleased that, from 19th July 2021, communal and shared spaces in our services will re-open more. We hope that most of these facilities will be available for residents to use without booking, and we will be making sure that this can be done safely.

If you are planning to visit one our care homes, please contact the service to check arrangements first. In line with the updated government guidance, we will now be setting our policy on visitors based on the specific risks and circumstances in each care home.

Housing Services

Where they are required, visits to your home can take place and our colleagues will continue to wear appropriate PPE and maintain social distancing where possible. We will continue to ask customers to also where masks, and to open windows to increase ventilation when we visit, and your cooperation with this is really appreciated. If we do visit, please remember, hands, face, space – and we will do the same.

Community Centres

Whilst many of our community centres are resuming more activities where this can happen safely, we are not yet able to take bookings from new groups or members of the public. Check noticeboards and local information for details of any activities happening at each centre. For more information, speak to a member of the Empowering Futures team by emailing contactus@metropolitan.org.uk

Don’t forget, you can sign into your MTVH Online or MyTVH account where you can:

  • ask for a repair and upload photos of the repair need.
  • see status and appointments for repairs to your home and communal areas.
  • find up-to-date information about your rent or service account and transactions
  • pay online
  • write to us.

Our main office receptions remain closed at this time.

We are working hard to prepare customer spaces in offices so we can welcome you back safely from August. Look out for communications on arrangements for attending appointments and new opening hours in the coming weeks.

If you need to contact us to discuss something, please see the ‘How to contact us’ tab on this page.

It is important that customers continue to pay their rent and service charges.

However, we understand that some people may be experiencing financial difficulties. Our teams are available on the phone or by e-mail if you think you are going to struggle to make payments and we encourage you to contact us as soon as possible to discuss the support we may be able to provide.

There is a range of support available to support you, including delayed payment plans and support accessing government help. This applies to all customers.

We encourage any customer facing financial difficulties to contact us as soon as possible.

We have undertaken a comprehensive review of our operations to ensure that our construction sites, offices and marketing suites are operating in a way that is safe for everyone.

If you have any questions or concerns give the SO Resi team a call on 020 8607 0550. Monday to Friday 9:00am to 5:30pm.

Please see the government’s regularly updated guidance on coronavirus.

The Department for Work and Pensions also has guidance on the support available for those receiving Universal Credit or other benefits and for those who may need to claim benefits in the future.

Watch the Universal Credit video on how to make a claim below.