Answers to frequently asked questions

Your health and well-being are very important to us. In line with government and Public Health England advice and in response to the recent outbreak of coronavirus COVID-19 in the UK, we have produced the following answers to frequently asked questions about how we’re maintaining our services and helping keep you safe, reassured and informed at this time.​ We are here to support you and answer any questions you have.

What are Raven’s Assets and Services standards during the Corona restrictions?

Following the government’s latest announcement on restricted personal movement from Tuesday 24th March, we’ll be delivering only essential services – like emergency repairs, support and advice about rent and financial difficulties and keeping you all safe in your home as best we can. To protect our residents and employees, we’re following Public Health England guidance.

We continuing to clean at sheltered schemes and where there are particular groups of vulnerable people, including disinfection of door handles, bannisters and other areas.

More information on our repairs and service standards can be found here.

Do I need to tell you if I am self-isolating or have been infected with Covid-19?

Yes, you do if you are expecting a visit from a Raven employee, or one of our contractors you need to contact us so that we can rearrange your appointment.  If we are not due to visit you, but you are self-isolating, please let us know by calling 0300 123 3399 or emailing

What will you do if I try to make an appointment or I already have an appointment?

We will ask you if you or anyone in your household is self-isolating at present or have with coronavirus COVID-19. If you are affected, we will make arrangements to visit you at the end of the isolation period unless it is an emergency. 

What should I do if my neighbour is affected?

As long as you are not in close contact with them, the risk should be minimal. Please follow NHS advice about hygiene, such as washing your hands regularly and avoid close contact with anyone who is unwell.

If I am unwell in my house or flat, will you deep clean the property?

Advice is the virus can only survive outside the body for a short time.  As long as you follow any medical and government guidance, remain isolated for as long as you are advised and follow good hygiene at home, the risks are low, and this won’t be necessary.

Can I visit your offices?

Our office, including our reception, are now closed for non-essential visits in line with government advice. We are reducing the number of people based in our office, with more employees working remotely where they can. We recommend you contact us by phone or email if you need to. If a visit is required, We will make an appointment with you. We’re taking these steps, so we don’t put you, our employees or contractors at risk.

What about paying my rent?

We are open and providing services, although some will be delivered in a different way. Government advice is constantly evolving as more is understood about the financial impact of Covid-19. At present, there is no reduction or temporary suspension for the payment of rent. Should this change, we will let you know.  If you are worried about paying your rent, or need help with benefits, please contact us as soon as possible. We can work flexibly with you to manage rent and our Moneywise team are here and ready to help. The service is free and confidential. We don’t want anyone to lose their tenancy as a direct result of this virus and we’ll work with you based on your individual needs and circumstances. We’ll be finding out exactly what government announcements mean for residents so that we can provide the right support.

I am / or someone I know is over 70, should we be concerned?

We have contacted all residents of our sheltered housing schemes to advise of the extra steps we are putting in place to help keep people safe. We will be contacting other residents over 70 or who we know are vulnerable over the next few days. If you are worried about a neighbour, please check on them and see if you can help. If you think they need more support, please contact our customer services team and we will do what we can to help. Following government advice, older and vulnerable people who are worried should take social distancing measures, avoiding unnecessary contact with other people. 

How can I get assistance with foods and medicines if I am reducing my social contacts?

Ask family, friends and neighbours to support you and use online services if you can. Some supermarkets are setting aside time for older people to get provisions. Please check with each supermarket to find out what they are doing. Please think about your neighbours and see if you can help.  

If someone is self-isolating or unwell and is unable to access essentials, there are organisations which can help. You can contact your local council for more information. At Raven, we are working to identify any additional support services we can provide within your local community, please contact us if you need help and we will see what can be done to support you.

In these difficult times you may find or know of residents who need that little extra support either with food supplies or general wellbeing. There are a number of community groups and agencies across the boroughs we cover who could help. This information can be updated daily, so please contact our customer service team on 0300 123 3399 to get the most up-to-date information.

How do you look after your mental wellbeing?

Social distancing and self-isolation can be boring or frustrating and for some people, this will be a very anxious and worrying time. You may find your mood and feelings are affected and you may feel low, or have problems sleeping. Some people will miss being outside with other people. At times like these, it can be easy to fall into unhealthy patterns of behaviour which in turn can make you feel worse. There are simple things you can do that may help you to stay mentally and physically well during this time such as:

  • Look for ideas of exercises you can do at home on the NHS website
  • Spend time doing things you enjoy – this might include reading, cooking, other indoor hobbies or listening to the radio or watching TV programmes
  • Try to eat healthy, well-balanced meals; drink enough water, exercise regularly, and try to avoid smoking, alcohol and drugs
  • Keep your windows open to let in fresh air, get some natural sunlight if you can, or get outside if you can.
  • You can also go for a walk outdoors if you stay more than 2 metres from others.

If you need any other support  please contact us, we’re open and here to help.

For general health advice please visit an official website like the NHS coronavirus COVID-19 site - or visit the government website for the latest updates.

ur Moneywise team will try to help


You can continue to call us about emergency repairs, or to let us know if you’re self-isolating on 0300 123 3399 or email

We have closed our offices at Raven House and all are staff are working from home now.  That means our reception is also closed.  If you need to contact us, please use the number above as our Service Centre remains open. 

Our employees and contractors will be checking with customers whether they have the virus, are self-isolating or have any symptoms, so please don't be offended when they ask. If this is the case, we won't be able to visit your home except in certain emergencies and taking the appropriate precautions.

Construction sites  

Communities and Housing Secretary Robert Jenrick has clarified that during the national lockdown construction sites can remain in operation. All sites will follow the Public Health England guidance on social distancing, and many are also adopting the site operating procedures published by the Construction Leadership Council. A number of sites that Raven are involved with, remain in operation and we will continue to keep operations under review.

We are in exceptional times which we appreciate is very worrying and challenging for us all but please be assured that we are doing all that we can to help keep our staff and tenants as safe as possible.