Coronavirus: Advice for our tenants and leaseholders

To protect our residents, workers and tourists, we are reminding everyone to follow the advice from Public Health England.

  • always carry tissues and use them to catch your cough or sneeze, then bin the tissue, and wash your hands with soap and water
  • wash your hands often with soap and hot water, especially after using public transport and before handling food
  • avoid touching your eyes, nose and mouth with unwashed hands
  • avoid close contact with people who are unwell
  • use hand sanitising gel if hand washing facilities are not available

What we are doing

Housing Management services

Our priority is to keep you as safe and healthy as possible. We are working hard to keep services running and will continue following the advice of Public Health England. You can help by only contacting us if it is absolutely necessary so that we can focus our efforts on helping those most in need.

It is likely that some further changes to the way we deliver housing management services will be needed, to help reduce the risk of the virus spreading. We will keep you fully informed of these.

Reception areas and Customer Service Centre

As a result of the latest Government advice, all Kensington and Chelsea Council reception areas across the borough have been closed with immediate effect.

This includes the Customer Service Centre at Kensington Town Hall, which will remain shut until further notice and we urge all residents not to attend in person.

For support, the Customer Contact Centre (our customer phone line) can be contacted between 8:30am and 5:30pm, Monday to Friday:

  • Social Service Line: 0207 361 3013
  • Housing Line: 0207 361 3008
  • Housing Benefit Line: 0207 361 3006
  • Local Support Payments Line: 0207 745 6464
  • Resident Parking Line: 0207 361 4381
  • Council Tax Line: 0207 361 3005
  • Environmental Health Line: 020 7361 3002
  • Switchboard: 0207 361 3000

The following locations will remain shut until further notice and we urge all residents not to attend in person. Instead, please use the contact details listed to make any enquiries.

The Hub, Unit A, 292 Kensal Road W10 5BE

To discuss rent, repairs or neighbourhood queries, please call 0800 137 111 or email:

12 Blantyre Street, World’s End Estate SW10 0DS

To discuss rent, repairs or neighbourhood queries, please call 0800 137 111 or email:

Baseline Studios, Lancaster West Estate, Whitchurch Road W11 4AT

Phone 0800 389 2005 or email:

The Lancaster West Neighbourhood Team will be posting regular updates @lancasterwestneighbourhoodteam on Instagram, on the WeAreW11 App and through letters to residents.

Cleaning and caretaking

We will continue to thoroughly clean your blocks and estates. There will be more focus and additional cleaning in the busiest areas and higher risk ‘touch points’ such as door handles, stair rails, lifts and entryphone systems. 

Our caretaking services will also continue to keep your blocks and estates clean, tidy and free from litter, spillages and other hazards that could help spread the virus.

Please keep at least two metres (6.5ft) away from our caretaking staff.

Our quarterly estate inspections have been cancelled until further notice.


Our repairs service will need to focus on urgent and emergency repairs for the foreseeable future. If your repair need is not urgent or an emergency, you may have to wait much longer than normal. We appreciate your patience.

We will need to know if you are self-isolating before attending your home. If your repair is not urgent or an emergency and you are self-isolating, we will not attend until the period of isolation is over.

If you are self-isolating and it is urgent or an emergency we will attend, however our staff will have to wear specialist personal protective equipment.

Any staff who test positive for Coronavirus will not be at work, and those who feel unwell will not visit you or carry out any appointments.

Vulnerable and isolating residents

Please check on your neighbours and let us know if there are vulnerable residents that you think may need our help, especially if they are self-isolating.

Please do not go into your neighbours’ homes. A phone call can be reassuring in what could be a lonely situation for some people, especially the elderly.

Support for residents isolating

Over the coming weeks the Council will be supporting ‘shielded’ residents who have been told to stay at home by the NHS. Shielding is a measure to protect people who are extremely vulnerable by minimising all interaction with others.

In addition, the Housing Management service has started to contact elderly and known vulnerable residents to ensure that they are managing well in their homes during this difficult time.

Financial difficulties

We know that many residents will be struggling financially as a result of the current crisis and worrying about how to make ends meet. We want to assure you that we will not be taking tenancy enforcement action for rent arrears at this time. We are here to help, so please call us if you are worried about finances or need additional support. 

Call us on tel: 0800 137 111 or 020 3617 7080 or email us at:

Remember, you can still pay your rent by Direct Debit or Standing Order. You can also pay your rent online. Details of these payment methods are available on the Your rent page.

If you are unable to use these payment methods, or have worries about paying your rent, please call us on tel: 020 3617 7080.

You can find the latest information and advice from the NHS website.

If you are concerned, you should contact the NHS 111 online.

There is information from the the Department for Work and Pensions about the support available for claimants during the CV19 pandemic on the GOV.UK website.