Service updates

What is an essential and non-essential visit?

Non-essential visits
We’ve temporarily stopped all non-essential face-to face contact between colleagues and customers. This includes home visits, non-emergency repairs, community centre drop-ins and visiting our offices. If you need to visit our offices, please contact us for an appointment.
If your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

Emergency repairs
We’re still carrying out emergency repairs while keeping you, members of your household and our colleagues safe. Find out more here.
If we do need to come into your home and there’s a higher risk of infection, our colleagues will wear protective clothing.
Our teams are adhering to social distancing and hygiene measures to keep you, members of your household and each other safe.

If I experience any anti-social behaviour where I live, can you still help?

Yes. We’ll continue to look into any reports of anti-social behaviour, however, we may not be able to visit in the usual way.
Please contact your Housing Officer/Neighbourhood Experience Manager if have any concerns about anti-social behaviour.

Will your housing and support teams still visit me?

We’ll only be visiting customers where we can’t provide the service in another way, such as over the phone or by email.
Examples of the types of visit we’ll still do are providing one-to-one support and care, and carrying out essential checks and repairs.
Our teams are adhering to social distancing and hygiene measures to keep you, members of your household and each other safe.
If we do need to come into your home, and you’ve let us know there’s a higher risk of infection as you’re self-isolating, our colleagues will wear protective clothing.

I’m due to sign up for a new property with Catalyst. Will this still go ahead?

No – not at the moment.
We’ve taken the difficult but necessary decision to put sign-ups on hold for now.
Social distancing measures and reducing non-essential face-to-face contact means it’s extremely difficult for us to provide you with the service you need from us during sign-up. Services such as removal companies are also rightly adhering to government advice.
Please check the website regularly for updates on this, or speak with a member of our Lettings team.

Can I still view a property?

No – not at the moment.
To keep everybody safe, we’re not carrying out any viewings in person until further notice.
We are, however, looking into other ways you could view a property without being there in person. We’ll keep you updated.
Please check the website regularly for updates on this, or speak with a member of our Lettings team.

Can I still end my tenancy?

Yes.
You’ll need to give us the notice period stated in your Tenancy Agreement.
Before you do this, please make sure that you’ll be able to move into your next home. Many landlords have put a hold on people signing up to a new property for safety reasons.
If you need help and your home is in London, please call 0300 456 2099 or you can email us on contactcatalyst@chg.org.uk and if your home is in the Home Counties please call 0300 500 6262 or email info@chg.org.uk

Can I still progress my mutual exchange application?

No – not at the moment.
To keep everyone safe, we’ve put all mutual exchange requests on hold.
Please check the website regularly for updates on this.

Last updated: 26 March 2020