Coronavirus - important information

Updated: 26 June 2020 at 16:58pm

We are following Public Health England guidelines in relation to the ongoing coronavirus (COVID-19) situation. Our priority is the safety and wellbeing of our staff and residents. Any updates will be published here as the situation develops.

The latest updates from us will be published on this page. For an explanation of how our services are running and how you can access them, please click here.


- We are offering an emergency repairs service and beginning to offer more services.

- We are continuing to complete gas servicing and other essential safety checks. 

- We are prioritising support for older and more vulnerable residents.

- The Green Man is closed to members of the public until further notice.

- Car parking management schemes across our estates are suspended until further notice.


Update 3 July 2020

We're pleased to confirm that our play areas and outdoor gyms will reopen on Saturday 4 July. Please enjoy these spaces responsibly and follow government advice to keep two metres from people who are not part of your household and wash or sanitise your hands regularly. 


Update: 26 June 2020

We’ve been following Government and Public Health Advice to keep our residents and staff safe throughout the coronavirus (COVID-19) situation.

Our priority is – and always will be – the safety and wellbeing of our staff and residents.

As the lockdown eases, we are working hard to plan and restore some of our services which have been impacted as a result of the crisis. We will only restore services when it is safe for us to do so and will continue to prioritise our most vulnerable residents.

The Green Man

The Green Man is our base and an important community space for many of our residents.

We want to reopen The Green Man to residents and our staff but want to ensure this is done in a safe way. We are currently developing a staged plan for the reopening. We anticipate that some essential staff will return to The Green Man later this summer to work in the building on a rota basis.

This should enable us to offer meetings by appointment with Phoenix staff for residents by appointment only, and we will provide updates on our website.


We have continued to deliver emergency repairs, gas servicing and other essential compliance and safety checks throughout the coronavirus pandemic.

We are now able to extend this service as the lockdown eases and plan to offer more services. This will be regularly reviewed as we monitor the availability of materials and PPE equipment and the availability of our teams.

We will continue to prioritise emergency and urgent repairs, and some of our usual response times have been extended to allow this. We are now beginning to complete jobs that were previously reported to us and cancelled when we went into lockdown.

We will also begin to complete some new repairs that are urgent because of health and safety or antisocial behaviour implications or pose the risk of future disrepair cases. We will aim to complete these repairs within 60 days.

Any other non-urgent jobs or external works will be booked with an aim to complete these works within 90 days.

Some jobs will remain on hold for the time being, for example those that are non-urgent but require our staff to be in a property for an extended period of time.

We are grateful to everyone for their understanding as we seek to clear the backlog from the previous three months.

Legal proceedings

As the courts reopen, some legal proceedings (those already in progress and underway before the coronavirus pandemic began) will be resumed. Hearings will take place by telephone or video and you will be contacted by the court if your case is due to be heard.

We can offer a secure and covid-safe hearing room space at The Green Man for residents who are unable to take part in these telephone or video hearings from home. Please speak to us if you have any concerns about participating in telephone or video hearings. We are here to help.

No one will lose their home as a result of the coronavirus pandemic. We want to help our residents at this difficult time. We ask that if your circumstances change, you let us know as soon as possible so we can work with you to find a solution.

Gardening scheme

We are pleased to resume our grass cutting service for existing gardening scheme members on Tuesdays and Thursdays. If you are already signed up to the scheme, we will contact you with further details.


We have offered a lettings service throughout the coronavirus crisis and have adapted this process to observe social distancing and other public health advice.

Lewisham Council will be resuming their choice-based lettings scheme HomeSearch from Monday 29 June and households on the list will be able to bid online for properties between 2 and 5 July.

More information is available on the HomeSearch website.  


Update: 4 May 2020

We continue to follow all government guidance and our priority remains the safety and wellbeing of our residents and staff.

Essential works to improve fire protection in communal areas are underway at a number of our blocks. Our contractor Gunfire is following all Public Health England advice and is taking additional steps to protect the safety of residents and to ensure social distancing measures are observed during the works. Gunfire has written to all affected residents and we encourage any resident with any questions to contact us. 


Update: 20 April 2020

Our staff have now contacted more than 1,600 of our older and vulnerable residents to offer support and assistance during this difficult time. 

From Monday 20 April, our teams will be contacting residents under the age of 65 who are living with a disability to offer additional help and support. If you consider yourself to be vulnerable but have not heard from our teams, please contact us as soon as possible, we're here to help.


Update: 14 April 2020 

We are continuing to complete essential safety checks and inspections (including annual gas safety checks and electrical testing). This is to ensure your safety. Please allow our staff access into your home to complete these essential checks.

Our operatives have been given clear advice to follow social distancing while working and this includes keeping two metres from residents when they are in your home. 

Our operatives are equipped with personal protective equipment (PPE), and this includes face masks, gloves and suits. It is not necessary for operatives to wear this PPE for all jobs. When they arrive at your home and dependent on the nature of the works, they will assess the situation and use their judgement to decide if PPE is necessary.

If you are self-isolating or showing any symptom of the coronavirus, we will work to find a way that allows us to complete your gas safety servicing or other safety check while best protecting your health and safety and the health and safety of our operatives. 


Update: 7 April 2020

We have written to all of our residents for a second time, explaining that as a result of new Government guidance, that it is no longer possible to keep services running as normal. Residents will have received this update and overview of our current services at the end of March.

We continue to prioritise support for our older and vulnerable residents and have nearly completed initial calls to the 1,600 residents we identified as older or vulnerable.

If you have not yet been contacted by Phoenix, but are in need of additional support, please get in touch so we can help. All of our office-based staff are now working from home but remain available and ready to support our residents - we are here to help.

Lewisham Council has temporarily suspended their choice-based lettings scheme HomeSearch and will be directly matching their more vulnerable clients to properties. If you are registered with HomeSearch you will not be able to bid for properties until HomeSearch is reopened. More information is available on the Lewisham Council website. We are continuing to let properties to new residents. 

We have suspended parking management schemes across our estates until further notice.

We continue to monitor all Public Health England updates and government guidance.

The safety and wellbeing of our staff and residents remains our top priority and we are commited to delivering the best possible service to residents in these very different and difficult circumstances. 


Update: 25 March 2020

We are now offering an emergency repairs service only. 

We have taken this decision to help protect our residents and repairs operatives in response to government guidelines on social distancing, and to make best use of our resources and capacity.

We are also experiencing some disruption to our supply chain - we want to preserve the repair materials and stock that we hold for emergency repairs. 

If you have an existing repairs appointment which is not for an emergency repair, we will contact you to cancel this. Since we are not able to offer non-emergency repairs appointments at present, we ask that you do not contact us to report non-emergency repairs at this point. 

For our residents' safety, we are continuing to carry out gas servicing and it is essential that residents allow our staff into their homes to complete this. 

Our caretaking, estates and grounds maintenance staff are continuing to work in our community and estates. They are working to keep communal areas clean and hygienic to help reduce the spread of coronavirus. They are paying particular attention to 'high contact areas'. This includes door handles, hand rails, door entry systems and lift call buttons and control panels. Please help our team by avoiding unnecessary contact or touching of hard surfaces in communal areas. 

Our caretakers also continue to carry out fire safety inspections. 

We would again like to thank all of our residents for their understanding during this health emergency.


Update: 23 March 2020

All of our Phoenix play areas and outdoor gyms are now closed until further notice. We have taken this step as part of ongoing efforts to protect public health and to help protect our residents’ health and wellbeing.

This follows Public Health England guidance to practice social distancing. Social distancing measures are steps you can take to reduce social interaction between people. This will help reduce the transmission of coronavirus (COVID-19).

If a Phoenix member of staff is due to visit you at home, we politely request that all residents follow these principles to best safeguard the health of our residents and staff. In particular please keep a physical distance of at least two metres from our staff while they are in your home. Please help to keep our employees safe by following NHS advice to avoid catching and transmitting the coronavirus.

If you have an appointment booked or wish to contact us to make an appointment, please let us know if you or a member of your household are self-isolating.

We are encouraging all of our staff to be vigilant. Please be understanding if on arrival at your home they ask if you are self-isolating or have been in contact with someone who is self-isolating or has experienced symptoms of coronavirus.


Update: 18 March 2020

We continue to monitor the situation and are following Public Health England guidelines.

Our priority is to support our tenants and leaseholders through this crisis, and over the coming days we will be contacting all residents over the age of 65 and in more vulnerable groups. 

We are looking at different scenarios for delivering services if the public health guidelines change or if some of our staff become unavailable to work. We ask for your understanding if we do take the decision to scale back services of move to an emergency-only service. 


Update: 16 March 2020

We have made the difficult decision to close The Green Man to the public and to postpone all resident events until further notice.

This is part of our ongoing efforts to protect our residents and staff as the coronavirus (COVID-19) situation develops, as well as maintain and protect services.

We will offer appointments at The Green Man and our repairs service is operating as normal. Residents can contact us by telephone and email as usual. 

We are also advising our staff against any unnecessary travel or non-essential meetings.

This is an unprecedented step for Phoenix and we thank you for your understanding.

We are proud of our resident-led model, the way our residents and staff work together and the opportunities for all of our residents to get involved. We have taken these steps to best protect our residents, staff and other members of our community.

We will be writing to all residents to update them on our position. We will also be contacting our older or vulnerable residents by telephone in the coming days to identify where residents may need additional support.


Update: 13 March 2020 

We are following Public Health England guidelines in relation to the ongoing coronavirus (COVID-19) situation.

Our priority is the safety and welfare of our staff and residents.

We are committed to maintaining excellent services to our residents and customers. Our community building The Green Man remains open to the public.

We have a business continuity plan in place and are looking at different scenarios for delivering services if the public health guidelines change or staff are unavailable.

We would ask residents for their understanding if we do take the decision to scale back services or move to an emergency-only service, or if we decide to close The Green Man to the public.

We will of course keep you up to date with any changes and hope that you will continue to contact us and work with us as usual in the meantime.

We politely ask that residents and other customers do not come into The Green Man or interact with our staff if they have any symptoms of the coronavirus – a new, continuous cough or a high temperature – or have been in close contact with anyone confirmed as having the coronavirus.

We are also advising our staff against any unnecessary travel or non-essential meetings.

Our community is as strong as you will find anywhere in the UK. We are proud of Phoenix’s resident-led model and of the way our residents and staff work together.

Now – more than ever - is a time to look out for and look after each other.