We’re following the latest advice from the government and Public Health England and will keep this page updated as things progress.

  • Contacting us

Q: Are your phone lines still open?
A: Our customer hub is open and taking all calls. We’re really sorry but we are currently only booking in essential repairs. We’ll answer your call as soon as we can, but it is possible you may experience a delay in getting through. If you’d rather not wait, or have a non-essential repair or other queries, you can contact us through this website.

Q: Can I still visit Charlton Triangle Homes offices?
A: If you need to contact us, please call us on 020 8319 8870 or through the ‘Contact us’ page on this website. Please don’t visit our offices or community centres as they are all closed for the time being.

  • Community support

Q: How are you helping those who need extra support?
A:
Our priority is to provide support to Charlton Triangle Homes residents who need it the most in the most effective way possible. The team will be providing a range of support in your community including keeping in contact with older and vulnerable people; helping to deliver essential food, supplies and medicine; and coordinating local services. If you need extra support or have a neighbour you are concerned about, please contact us on 020 8319 8870 or email [email protected].

Peabody has also developed an emergency response website where you can find information on a range of services, as well as other local services and contacts, wellbeing resources, homeschooling tips and links to government updates. You can find this either through this website or by visiting www.peabodypeople.org

Q: I’m keen to help, how do I get involved?
A:
We are looking for volunteers, and have lots of ways that you can get involved. Please email [email protected]. If you need help or are concerned about a neighbour, you can also get in touch with us by calling us on 020 8319 8870.

  • Help with your finances

Q: I’m worried about my rent. What help can I get?
A:
We know that many people may be facing financial difficulties during this period. We have specialist teams to provide you with 1-2-1 advice and guidance on how to manage this.

We’ll also have useful information on our new emergency website. This could include details on the benefits you’re entitled to, information on new government packages you could be eligible for, or creating money management plans. If you are worried about paying your rent please contact us by calling 0300 123 3456.

Please get in touch with us as soon as you think you may have difficulties. If you cannot pay your rent but don’t talk to us we might not be able to help and your tenancy could be at risk in the future. We know that it is very likely that many people will need to access financial support from the government in these challenging times. We are asking the government to reduce the 5 weeks for Universal Credit to help people get financial support much earlier at the start of a claim.

  • Repairs

Q: Are you still carrying out repairs at the moment?
A:
We want to continue to offer a safe and effective repairs service, but we also want to protect our residents and our staff by minimising non-essential contact and travel. This means we can only carry out essential repairs and visits to our most vulnerable customers who receive support services. It also means that some of our planned repairs and investment work are postponed until further notice.

Please bear with us, as inevitably, some essential repairs will take much longer to complete than in ordinary circumstances. We will, of course, continue to monitor the situation daily and make changes when we need to.

Q: Do I need to tell Peabody if I’m ill or self-isolating?
A:
If you call us to book an essential repair, we’ll ask you if anyone in your home is self-isolating. If this is the case, we will need to discuss this with you to make sure that we can carry out the repair in a way that keeps you and your family safe, as well as the member of staff that visits your home.

  • Help us to keep you safe
    Please also work with us to help keep your home safe. Keep all fire exits clear, do not use BBQs on balconies and take care, not to overload plug sockets. If you have any concerns about fire safety then please call us.

Q: What about repairs in communal areas?
A:
We will be continuing with our important building safety work as far as is possible. Some works to the outside of your home will continue in line with Government advice that it is safe to do so. We will aim to complete this work as soon as possible.

Q: Will you keep communal areas clean and tidy?
A:
We are operating a reduced caretaking and estate management service as we try to maintain essential services while operating with a smaller team. Wherever possible our caretakers are using disposable wipes and are concentrating cleaning on high use areas, wiping down key touchpoints such as door handles, push plates, lift buttons and handrails.

Even so, please wash your hands for at least 20 seconds whenever you enter your home and work with us to keep our communities and estates clean including limiting bulk waste.

Q: Will you still be carrying out my gas safety check?
A:
We are legally required to carry out these checks to keep you and your household safe. If you have an appointment already booked, and are feeling unwell or are self-isolating, please let us know straight away. This is so that we can make special arrangements with you to complete the safety check another time.

The gas safety check will be carried out in line with government guidance and without the need for close contact between you and the engineer. While inside your home, our engineers will: Distance themselves by at least two metres from anyone in the property.

Avoid touching surfaces where possible. Wear protective gloves and other protective equipment where necessary. Ask you if they can wash their hands before and after the visit if you are happy for them to do so.