Coronavirus (Covid-19)

We’re starting to deliver more routine services as the government continues to ease lockdown. As before, our priority remains to keep our residents and our staff safe. Find out more on this page, which we'll update as quickly as we can as more services start back up and in line with government announcements including their letter to social housing residents.

  • Keeping in touch

    Your housing officer or property management officer (PMO) remains your main point of contact for any queries. In an emergency, or out of hours, your call will automatically divert to our customer service centre. 

    We’re confident that we can continue to provide you with most services by phone or online through My Account, but are also looking at how we can get our people safely back out into your communities to provide more face-to-face support where necessary, now that restrictions are being relaxed. We'll continue to observe social distancing and follow government guidelines at all times.  

    If you or anyone in your household has any symptoms of Covid-19, please self-isolate in line with Public Health England’s guidelines. Where possible, please let your housing officer or PMO know so we can make a note on our system. This will help us to notify cleaning teams and any repairs contractors who may need to access your home so they can carry out appropriate risk assessments.

  • Repairs and other services

    We’ve been providing emergency repairs only over recent weeks. Now restrictions are being relaxed, we’re starting to carry out more routine repairs too for most households. We’re also working our way through the backlog that built up while we were able to respond to emergencies only. 

    Please continue to log repairs in the normal way. If you're reporting a repair online via My Account, please provide photos where possible to help increase the chance of us fixing your repair on the first visit.

    For new-build properties still in their guarantee period, we're now working with the developers to get these repairs (also known as 'defects') booked in for most households.

    When we carry out your repair, we’ll need to work in line with government guidance on social distancing, which means some jobs might take longer to complete than normal and our response times might be slightly slower. Please bear with us. 

    There is no statutory requirement for contractors to wear face coverings when carrying out work in your home as long as social distancing measures are observed, but whenever our contractors come to your home they will make arrangements with you to ensure the safety of you, your family and themselves. As part of this, they will now ask you whether you would prefer them to wear a face covering while they are in your home.

    See how to report a repair for more information, including the types of repairs covered, how to contact us, and what to expect when our contractors visit your home.





  • Estates and communal areas

    By following government guidance, we will all help to keep ourselves and each other safe. We have received complaints about people, including children, congregating in communal areas. Please continue to follow government guidance on social distancing.

    Our cleaning contractors continue to clean communal areas, paying special attention to regularly touched areas including handrails, light switches and doors. 

  • Paying your rent

    We know this is a difficult time and we understand the problems you face if you suddenly have less income than you expected. Some of you have asked for a rent payment holiday, but like a mortgage payment holiday, a payment holiday is just a way of postponing payments. It doesn’t mean the money is not owed.

    For that reason, we’re not giving rent payment holidays as we don’t want you to store up problems with arrears for the future and put your tenancy at risk. Please continue to pay your rent where possible. Please continue to pay your rent where possible. 

    If you're facing financial difficulties due to loss of earning or becoming unemployed, we can guide you to claim the right benefit that will help you pay rent and sustain your tenancy through this period. Please take a look at our benefits and money advice page and let your housing officer/PMO know as soon as you can.

  • Financial and other support for you

    If you’ve become unemployed or your hours of work have been reduced you may be entitled to financial help with your housing costs through Universal Credit or Housing Benefit. We can guide you to claim the right benefit that will help you pay rent and sustain your tenancy through this period. For more information on what you may be entitled to, see our benefits and money advice.

    If you're struggling to pay your rent or service charges, or to keep to your payment plan, please let your officer know as soon as possible. We're here to help and can offer support with any benefits issues you have. If you're a homeowner, you should also contact your mortgage lender who may also be able to help.

    We’re working with organisations in your area, including foodbanks, local council hardship funds and delivery services. There's also help available for vulnerable residents and those struggling with energy bills. Please see support available during coronavirus.


  • Visiting our offices

    Our offices remain closed, with staff working remotely in line with government guidance. Please contact your officer or use My Account online instead of visiting an office.

  • Building and fire safety

    We're continuing to deliver building and fire safety programmes to maintain our strong compliance position where it's safe to do so and where sites remain open for business.

    We’ve restarted our programme to investigate the make-up of the walls of our blocks in line with the government’s social distancing requirements. We're working to bring the programme back on track with our original timescales.

  • Resident meetings and events

    We’ve postponed all face-to-face resident and community meetings and events to help keep everyone safe in line with government guidance.

    We’re keeping residents updated by email and through the website and are also working to move some of our resident group meetings online.

    This included an online session with seven of our resident complaint reviewers who provided feedback on their experiences and gave us suggestions around the complaints process.

  • Moving home and sign-ups

    We'll continue with lettings and void servicing in a safe way, following government guidance.

    We're ready to let our general needs homes to households nominated by local councils, as almost all social housing lettings fall within the government's essential moves criteria. Councils will make sure nominations are in accordance with this.

    We're also supporting the government plans to rehouse formerly homeless people who are currently staying in hotels.

    Our temporary housing team are very much open for business to local authority partners for new lettings, an area where we know there is significant need. We're signing up new tenants online much as possible, and following government guidelines if not.

    You can already sign up online as a new tenant with Folio London, our private rent arm. You can continue to book video viewings, and they're now also offering face-to-face viewings where possible.

  • Selling/buying your property

    Earlier restrictions on moving house have been eased, so we are starting to open up show homes and marketing suites for our new homes by appointment only. You’ll find more information on our sales site.

    If you want to sell your home, please let us know. We'll list it and collect interest from prospective buyers but will need a valid RICS valuation to do this, which will only be valid for three months. If the RICS valuation expires before you find a buyer, you'll need to pay to renew it so we strongly advise you to consider this before instructing us to list your home for sale.

    If you want to buy more shares in your home, we can still accept staircasing instructions in the usual way. We're doing our best to maintain services as usual, but regrettably, it is possible there may be delays at points. Please bear with us.

    If you're thinking of buying more shares or selling your home, you should also continue to consider our important message to homeowners which provides details around lenders' response to government guidance relating to building and fire safety before instructing us.

  • Watch out for bogus callers

    We've had reports of people turning up at some of our properties pretending to work for us or the NHS, saying they'll test you for coronavirus.

    Neither Notting Hill Genesis nor the NHS are running any such programme and you should not let these people into your home. Please report them to the police. 

  • Building new homes

    The majority of our construction sites are open again, but most are working with fewer operatives in order to comply with guidance from the Ministry of Housing, Communities and Local Government. Contractors are following advice about social distancing and minimising use of public transport to get to sites.

If you're a Folio London customer, please check for information on how you may be affected.  

This information was last updated on 3 August, 3.30pm.

A message to our residents and homeowners from our Group Director of Housing, Carl Byrne: