My Account

Coronavirus (COVID-19) information: Housing

The safety and wellbeing of residents and staff has been our priority throughout the pandemic and the department continues to monitor the coronavirus situation closely. In line with government restrictions easing, disruption to housing services is now minimal, with services being delivered in a way which keeps our community, contractors and staff safe.

Council Receptions

From Monday 4 October 2021, the housing reception at Twickenham Civic Centre will be open from 9am to 5pm, Monday to Friday. The majority of matters will continue to be dealt with over the phone or online with face-to-face appointments arranged where this is not possible. Please do not attend reception without an appointment unless you are facing a housing emergency such as being made homeless that day.

Please be assured that all Council buildings including reception areas continue to benefit from enhanced sanitisation, with other measures in place including perspex screens and hand sanitiser which all visitors are encouraged to use upon entering and leaving. Wearing a mask is not a requirement but please continue to do so if you would prefer.

If anyone due to attend an appointment is showing symptoms of coronavirus or has been advised to self-isolate, they should contact the Council to advise that they will not be attending due to being in self-isolation.

If you need to speak to someone from the housing advice and allocations services about homelessness or rehousing, please email (providing your name, address, contact details and description of your situation) or call 0208 891 7409.

Joint Control Centre

The Council continues to operate its 24-hour emergency control centre which can be contacted on 020 8871 7490.

Social and private renters

The Government has published guidance for landlords and tenants who may be affected by current events. It explains social and private sector tenants’ rights and responsibilities during this period including important information on paying rent and evictions. It sets out measures relating to notices seeking possession as amended by the Coronavirus Act 2020:

  • Court action on possession cases during the coronavirus (COVID-19) outbreak; and 
  • Property access and health and safety obligations in the context of coronavirus (COVID-19) restrictions

These guidance documents are available on GOV.UK.

New regulations came into force on Monday 11 January 2021, to coincide with the national lockdown. These protected most renters  from eviction until 31 May 2021, although there were exceptional circumstances which allowed bailiffs to serve eviction notices including illegal occupation, anti-social behaviour and serious rent arrears. The ban on evictions ended on 31 May 2021. In addition, from 1 October 2021 the longer notice periods that had been introduced by the Coronavirus Act 2020 will no be longer in place, with notice periods reverting to their pre-COVID length.

See the updated government guidance for landlords and tenants.

Building safety guidance

Building safety remains a priority for Government and Local Authorities. In response to the current coronavirus pandemic, the Government has published updated building safety guidance which includes advice for the construction industry and revised guidance on ‘waking watches’ fire patrols.

These guidance documents are available on GOV.UK.

More information including what to do if you feel unwell

For up-to-date information on coronavirus and what you should do if you develop symptoms, please visit the NHS website.

Other useful sources of information:

Up to: Housing

Updated: 30 September 2022

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