Coronavirus/Covid 19 update

General | 26 March 2020

Summary: Latest information on coronavirus/Covid 19

Our number one priority as we respond to the coronavirus (Covid-19) is the safety and wellbeing of our customers, particularly older people and those who are most vulnerable. 

We are reviewing all aspects of the services we provide, and have plans in place to ensure our most critical services can continue.

We are monitoring and following government advice, which is currently to delay the spread of the virus, to protect the NHS and to save lives. As a responsible employer and landlord we are keen to support this approach, not just for customers, but for the wider community and our colleagues.

Contacting us

Customers should not visit MTVH offices and should contact us by telephone, email or online.

You can also sign up to our online services. Visit to be directed to the right place.

Any residents who need to contact us should call 0203 535 3535.

Our services

We are now focusing our repairs and maintenance services on emergency issues only. This means providing emergency repairs for the following problems:

  • Total loss of power
  • No heating or hot water
  • A leak that can’t be controlled
  • Insecure door or window
  • Blocked toilet and emergency drainage
  • Lift breakdown
  • Immediate health and safety concerns

In addition, this means that:

  • We need to postpone non-urgent repairs until our services can resume as usual
  • We will stay in touch with customers by email and by phone, and make sure we keep records of routine repairs that need to be completed at a future date
  • We have also temporarily suspended all planned, routine gas and other inspections.
  • We are closing all the playgrounds we manage in keeping with the Government’s advice to do so

We ask that residents only contact us if you have one of the emergencies listed above, so that we can focus on supporting our vulnerable customers and addressing emergencies first. However, if you are not certain whether you have an emergency, please get in touch and our teams will advise you.

It is our intention to continue cleaning services, working with our contractors to ensure these important services are maintained. However, due to resource challenges in relation to coronavirus (Covid-19) we will be looking to ensure that our Care and Support and Key Worker locations are prioritised for cleaning in the first instance.

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 Covid-19, or self-isolating due vulnerabilities like being pregnant or having underlying health issues.  We will advise you in each case about how we are able to support you.

We know these changes will have an impact on customers and we are sorry for the inconvenience they may cause. We will continue to update customers as the situation develops.

Rent and Service Charges

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

However, we understand that many of you will have lost some or all of your income and our teams are available on the phone or by e-mail if you think you are going to struggle to make payments.

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

We guarantee that we will not commence any new proceedings or evictions against anyone in arrears or financial hardship caused by the Coronavirus for at least three months.

We recognise that some services customers receive are being temporarily paused. We are therefore reviewing our service charging policy and will provide further updates in due course.

General Support

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 we guarantee that someone will call or e-mail you back to explain how we can help.

Good Neighbours

This is bound to be a stressful and worrying time,  particularly for those who are isolated or unwell or have children at home, and for those who may work in our valued health and social care services.

We would ask you to be a good neighbour to these people at this time by thinking about the impact of excessive noise, particularly late at night, and being mindful of the requirement to keep a 6ft or 2m distance between yourself and those not from your household.

Government advice and support

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.

Further support (external)

During these challenging times, residents and customers may wish to contact external organisations who can provide support with different issues:

Mental health helplines

Whether you’re concerned about yourself or a loved one, these helplines and support groups can offer expert advice.

Older People

  • Age UK’s advice line is a free, confidential national phone service for older people, their families, friends, carers and professionals. Our team will give you information that is reliable and up to date and help you to access the advice you need. Age UK Advice Line: 0800 678 1602. Lines are open 8am-7pm, 365 days a year.

Younger People

  • The Mix – – The Mix is a UK based charity that provides free, confidential support for young people. Providing support for under 25s. Information Support Advice on a full range of issues.
  • The National Youth Advocacy Service (NYAS) – -is a rights based charity which operates across England and Wales for children, young people and adults. NYAS offers a variety of services including: A national advocacy helpline 0808 808 1001.


Specific advice on money worries and corona virus

Drug and alcohol support

  • Alcoholics Anonymous for help with a drink problem – Helpline 0800 917 7650
  • Talk to Frank – – Find out everything you need to know about drugs, their effects and the law. Talk to Frank for facts, support and advice on drugs and alcohol today. Helpline 0300 123 6600

Call the helpline-Consumer Issues

  • Citizens Advice consumer helpline: 0808 223 1133. Textphone: 18001 0808 223 1133 (Mon-Fri 9am-5pm). An adviser will answer your call as soon as possible, usually within a few minutes. Once you’re speaking to an adviser your call should take an average of 8 to 10 minutes. Calls are free from mobiles and landlines.

Domestic Violence/Abuse

  • The free National Helpline for domestic abuse is 0808 2000 247 and is available 24 hours a day, seven days a week.
  • The National Centre for Domestic Violence provide access to free injunctions on 0844 8044 999 and is available 24 hours a day, seven days a week
  • National LGBT Domestic Abuse Helpline –
  • Galop offer emotional and practical support for LGBT people experiencing domestic abuse. Helpline: 0800 999 5428
  • Local support can be found here:

Perpetrators of Abuse

  • The Respect Helpline offering information and advice to people who are abusive towards their partners is 0808 802 4040 and is available Monday to Friday 10am – 1pm and 2pm – 5pm. For further information –

Sexual Abuse

  • Safeline support if you are experiencing sexual abuse or rape. Helpline 0808 800 5008
  • Rape Crisis Get information, help and support after rape, sexual assault or sexual abuse. The national membership organisation for Rape Crisis Centres in England and Wales. Helpline 0808 802 999

Child Abuse

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