COVID-19 Hub

About the COVID-19 Hub

The COVID-19 Hub has been set up for residents to get the help and support they need from the Council and Kensington and Chelsea voluntary organisations.

If you have any questions about what support is available, you can call the COVID-19 Hub Monday to Friday between 9am and 6pm.

Telephone: 020 7361 4326


The Covid-19 Hub will still be able to offer advice and help to people who need it. This includes:

  • Transportation to medical appointments.
  • Food shopping options. (Volunteer Food Shopping collection, Assistance with supermarket account registrations, click and collect, supermarket food boxes)
  • Check-in and chat support
  • Booking of vaccination appointments 

The shielding programme has now ended in England. This means that people who were previously considered clinically extremely vulnerable (CEV) will not be advised to shield in the future or follow specific national guidance.

If this applies to you, you should have received a letter informing you of these changes in more detail and providing further information on available support.  

The situation is now very different to when shielding was first introduced.  We know a lot more about the virus and what makes someone more or less vulnerable to COVID-19, the vaccine continues to be successfully rolled out, and other treatments and interventions are becoming available. 

The Government will continue to assess the situation and the risks posed by COVID-19 and, based on clinical advice, will respond accordingly to keep the most vulnerable safe.

As a minimum, you should continue to follow the same guidance on staying safe and preventing the spread of COVID-19. You should consider advice from your health professional on whether additional precautions are right for you. However, as someone with a health condition, you may want to consider, alongside any advice from your clinician, if additional precautions are right for you. These could include:

  • considering whether you and those you are meeting have been vaccinated – you might want to wait until 14 days after everyone’s second dose of a COVID-19 vaccine before being in close contact with others
  • considering continuing to practice social distancing if that feels right for you and your friends
  • asking friends and family to take a rapid lateral flow antigen test before visiting you
  • asking home visitors to wear face coverings
  • avoiding crowded spaces

Financial difficulties

If you are in financial difficulties due to Coronavirus or other issues, you will continue to be able to access support. Visit our Local Support Payments page for more information on financial help. Alternatively you can call 020 7745 6464 between 8.30am and 5pm, Monday to Friday. Make sure you are receiving what you are entitled to. If you do not currently get Universal Credit you can visit the Department for Work and Pensions website see if you are eligible.

You can also access additional support from your energy supplier. Energy suppliers are required by the regulator, Ofgem, to hold a register of customers in a vulnerable circumstance, called a Priority Service Register. If you are clinically extremely vulnerable you can be added to this register. For information about how to be added to the register and the additional services your supplier can provide you, please visit Ofgem’s website

Telecom providers are also required by their regulator, Ofcom, to support their vulnerable customers. For information about the additional services your supplier may be able to provide you as a vulnerable customer, please visit Ofcom’s website.

Support with shopping and food

Residents who need food shopping delivered should contact the COVID-19 Hub for advice or visit our help with shopping and food page for more information.


Information on housing advice, homelessness concerns and to report urgent repairs 020 7361 3008 or email or email for homelessness.


People who need prescriptions collected, there are options for home delivery. In the first instance speak to your local pharmacist who should be able to arrange for your prescription to be delivered to your home. If they are unable to help you can visit the GoodSAM website to request an NHS volunteer by completing a form online. Don’t forget you can also ask a friend or neighbour to collect a prescription for you.

Mental Health and Wellbeing, including Loneliness

Coronavirus has created a lot of challenges for people trying to deal with not seeing friends and family, not working, and not being able to do the things they have taken for granted. This has added to the stresses that we all feel at various times.

There is a lot of support and advice available to help you maintain and improve your mental health and wellbeing. Visit the Every Mind Matters website which gives you the knowledge to improve your sleep, anxiety, mood, and stress, which are the most common issues people experience.

You can also visit the Good Thinking website which has NHS-approved apps to help with stress, anxiety, and sleep.

If you know someone who can’t get online they can contact the NHS Single Point of Access on 08000 234650 24 hours a day. There is also the Community Living Well service for people who are registered with a GP. You can call this on 020 3317 4200.

If you are in an emergency, you can call the Samaritans 24 hours a day on 03300 345717 or freephone 116 123. There is also the Listen Place which is open 9am to 9pm and is available on 020 3906 7676.

Clinically Extremely Vulnerable People

People who are defined as clinically extremely vulnerable are thought to be at very high risk of serious illness from coronavirus. There are 3 ways you may be identified as clinically extremely vulnerable and therefore included on the Shielded Patient List.

You have one or more of the conditions listed below.

  • Your clinician or GP has added you to the Shielded Patient List because, based on their clinical judgement, they deem you to be at high risk of serious illness if you catch the virus.
  • You have been identified through the COVID-19 population risk assessment as potentially being at high risk of serious illness if you catch the virus.

If you do not fall into any of these categories, and have not been contacted to inform you that you are on the Shielded Patient List, you should continue to follow the guidance that applies to everyone.

If you think there are good clinical reasons why you should be considered clinically extremely vulnerable, discuss your concerns with your GP or hospital clinician. People with the following conditions are automatically deemed clinically extremely vulnerable and therefore have been previously included on the Shielded Patient List:

  • solid organ transplant recipients
  • people with specific cancers:
  • people with cancer who are undergoing active chemotherapy
  • people with lung cancer who are undergoing radical radiotherapy
  • people with cancers of the blood or bone marrow such as leukaemia, lymphoma or myeloma who are at any stage of treatment
  • people having immunotherapy or other continuing antibody treatments for cancer
  • people having other targeted cancer treatments that can affect the immune system, such as protein kinase inhibitors or PARP inhibitors
  • people who have had bone marrow or stem cell transplants in the last 6 months or who are still taking immunosuppression drugs
  • people with severe respiratory conditions including all cystic fibrosis, severe asthma and severe chronic obstructive pulmonary disease (COPD)
  • people with rare diseases that significantly increase the risk of infections (such as severe combined immunodeficiency (SCID), homozygous sickle cell disease)
  • people on immunosuppression therapies sufficient to significantly increase risk of infection
  • problems with your spleen, for example splenectomy (having your spleen removed)
  • adults with Down’s syndrome
  • adults on dialysis or with chronic kidney disease (stage 5)
  • women who are pregnant with significant heart disease, congenital or acquired
  • other people who have also been classed as clinically extremely vulnerable, based on clinical judgement and an assessment of their needs – GPs and hospital clinicians have been provided with guidance to support these decisions

For more advice for those who are Clinically Extremely Vulnerable you can visit the Government website.

During these unprecedented times, we also encouraged neighbours and family members to continue helping those who were shielding, for example assisting with shopping or prescriptions.

If you are Clinically Extremely Vulnerable and need support or advice, you should contact the COVID-19 Hub.

Last updated: 24 September 2021