STAY ALERT. CONTROL THE VIRUS. SAVE LIVES: For up to date information on the SW9 response to Coronavirus, please visit our Coronavirus (COVID-19) - SW9 service advice and update page. 


Coronavirus (COVID-19) - SW9 service update and advice


Following the government’s recent relaxation of the national lockdown measures, a number of SW9’s services are now beginning to return. Some of these will be delivered in a slightly different way, so please do read the following pages to make sure you know how to keep yourself, your household and the wider community safe when dealing with SW9.

SW9 Coronavirus - Important information

  • Your office

    The SW9 Office is now open full time. The opening hours are:

    • Monday: 9.00am – 5.00pm
    • Tuesday: 10.00am – 5.00pm
    • Wednesday: 9.00pm – 5.00pm
    • Thursday: 9.00am – 7.00pm
    • Friday: 9.00am – 5.00pm

    When visiting the office please be aware of your own social distancing and maintain a two metre distance from others. In addition, several other COVID-secure protocols will be in place during your visit:

    • Only three people will be allowed into the reception area at any one time.
    • Only two people will be allowed at the reception desk at any one time.
    • Queuing positions will be clearly marked.
    • You will be required to make use of the sanitising station at the door.
    • Screens will be in place to minimise risk of transmission.
    • Regular cleaning of the reception area will take place throughout the day.
    • Public toilet facilities will be closed.
    • Reception seating will not be available.
    • Community computer terminals, the coffee machine and water dispenser will not be available.
    • Meeting rooms will not be in use – if you require a meeting with an Officer, please contact SW9 by telephone in the first instance to arrange a way in which this can be carried out safely.
    • Information will be clearly displayed reminding you of what is expected.

    We thank you for your understanding and patience as we do all we can to keep you, your household and our staff safe during this time. During periods when the office is closed, you can still use the following contact methods:

    • Telephone: 0207 326 3700
    • Email:


  • Your repairs service

    Simon Hall, SW9’s Property Services Manager, wrote to all residents on Monday 29 June to let you know our plans to reinstate the Repairs service.

    Since the middle of July, SW9 has been working through the backlog of non-emergency repairs (including communal repairs) that built up during the lockdown period. While we work through these, responding to urgent or routine repairs may take longer than normal. We will be completing work based on our existing repairs priority scales and, although this means we won’t be reintroducing routine repairs immediately, the intention of prioritising works in this way is so that a normal service can resume as quickly as possible. It is currently anticipated that may be likely by early September.

    In addition, the SW9 relationship with Chigwell (London) Ltd will end in October 2020. SW9 are actively procuring a new repairs contractor to take over at the end of this contract.


    What should I do if I’m self-isolating or unwell but have an emergency repair scheduled?

    Please contact us to let us know if you’re self-isolating, showing symptoms of Coronavirus (COVID-19) or have been confirmed to have Coronavirus. This is to protect you, our staff and contractors.

    We will put measures in place to complete your emergency repair. If we’re not able to do this, we’ll speak with you about how and when we can safely gain access to your home to complete the repair.

    You can contact us by phone on 0207 326 3700 or email at


  • Your playgrounds

    SW9’s playgrounds on Stockwell Park have now reopened, in line with other facilities across Lambeth.

    In order to ensure that these spaces are used safely, please follow the guidance below to stay safe during your visit.

    • Use your hand sanitiser throughout your visit.
    • Keep a safe distance from others at all times.
    • Use a sanitising wipe on all equipment before and after use.
    • Remember not to touch your face or put fingers in your mouth.
    • Please do not eat or drink during your visit.
    • Wash your hands with soap and water for 20 seconds when you get home.
    • Use the bins provided for all rubbish, especially tissues.

    If in doubt, stay out. Playgrounds can get very busy. If you think the playground is too busy to stay COVID-safe, please go back at another time.


  • Your gas service

    As they are a legal requirement we have been continuing with gas safety checks throughout the lockdown period. If you are notified about a check, please let our contractors in to carry this out, unless you’re self-isolating or extremely vulnerable, and wait in a different room at least 2 metres away, for the duration of the visit.

    We are not carrying out gas servicing visits to homes where someone is self-isolating or has a confirmed case of Coronavirus (COVID-19). We will reschedule this visit for four weeks later.

    When an engineer visits your home, they will follow these guidelines:

    • Confirm prior to entering your home whether anyone is self-isolating, or has been in contact with anyone who has been diagnosed with Coronavirus or has recently gone into self-isolation.
    • Keep a minimum of 2 metres apart from other people.
    • Wash their hands frequently.
    • Wipe down all surfaces.
  • Managing your rent

    We understand that some of our residents may have had their household income impacted during this time and that many have applied to Universal Credit. If you have any concerns about paying your rent and/or service charges, please contact our Income Team via the following contact methods. Advice and support are available.

    • Telephone: 0207 326 3700
    • Email: Tenants -
    • Email: Shared owners -
    • Email: Leaseholders -


    Can I still be evicted?

    On 18 March 2020 the Government announced that, due to the current Coronavirus (COVID-19) pandemic, they will be introducing emergency legislation so that landlords will not be able to start proceedings to evict tenants for at least a three-month period.

    SW9 Community Housing only ever use evictions as an absolute last resort. We will continue to support you if you’re in financial difficulty proactively and compassionately, in line with our normal processes.

    Your rent (and service charges) continue to be due on an ongoing basis and any payments will have to be made to ensure that your account is not in arrears. Remember, if benefits currently cover your rent in full they should continue to do so.

  • Support for older and vulnerable residents

    In our sheltered schemes we’ve been supporting our residents through self-isolation, reaching out in particular to those who do not have support from family and friends. This includes those who do not live in the schemes. We have been following the Government’s advice closely around social distancing to prevent the virus spreading and have now begun to reintroduce workshops for residents in a safe and socially distanced manner.

    What if I need support?

    If you are unable to leave your home and need support, you are not alone. SW9 can help in the following ways:

    • Picking up shopping.
    • Picking up urgent supplies.
    • Picking up medication.
    • Giving you a friendly phone call.

    Just give us a call and we will do our best to help you in any way we can. We can leave anything you need on your doorstep to ensure you are not put at risk.
    Please call:

    • Lana on 07950 270 776
    • Novelette on 07958 408 471
    • Elsa on 07825 113 945
    • Davison on 07949 686 629
  • How you can help

    In the interest of everyone’s safety, please tell us if you’re currently self-isolating, have symptoms or have been confirmed as having Coronavirus.

    Also, let us know if someone in the household has an underlying medical condition. It is important we know this information to ensure members of the household and our contractors are not put at risk. It will also help us to better support you with your query and be best prepared if we need to visit your property to carry out an emergency repair.

    You can contact us by phone on 0207 326 3700 or by email at

  • Your parking

    Parking restrictions are now once again in force on Stockwell Park. This means you will be required to make your parking permit application from the date it expired.

    If you have any queries about parking, please do call the office on 0207 326 3700. Please note, vehicles must only be parked in designated parking areas. Vehicles parked on yellow lines, cross hatched areas or other unauthorised areas will be issued with a Parking Charge Notice.