COVID-19 service continuity arrangements | News

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COVID-19 service continuity arrangements

For the latest updates about our response to COVID-19 (Coronavirus) please check our COVID-19 information and support pages.

COVID-19 service continuity arrangements (Thursday 12 March)

At SHP our priority is to keep residents safe and we want to keep you updated on the steps we are taking to do this during the current period of concern about the spread of COVID-19 (Coronavirus).

Government advice is to make appropriate forward plans for adapting to the expected spread of the virus and to the measures that may be taken to limit gatherings and contact to slow down or prevent its spread. 

As a result we are preparing plans for a general change in service provision away from face to face contact and towards provision of services based primarily upon telephone, email and online contact. We have summarised below the changes that you can expect to see.

It is important to note that these current changes are subject to change depending on further guidance from Public Health England and government. We appreciate your patience at this time. The latest advice is available on the NHS website.

Home visits and face-to-face meetings

In line with government guidance and to protect residents and our workforce we are advising all our staff to take the recommended steps to prevent spreading the virus.

Our staff will limit contact with others if they feel unwell, and have been instructed to self isolate if they believe they may be carrying the virus.

If you are due to have a visit to your property or to visit our offices and you feel unwell please contact us and rearrange the appointment.

If you think you may have encountered the virus, please follow the government advice and self-isolate in the first instance. Please then contact us  so we can manage the services we provide to you and help to protect our staff.

Please read the below the questions we need to ask if you are due to have a visit to your property or to our office:

  • Have you had close personal contact with any suspected or confirmed COVID-19 carrier in the past two weeks?

  • Have you been to any of the known virus hotspots in the last two weeks?

  • Do you have cold or flu-like symptoms such as fever or cough?

If you have answered ‘yes’ to any of the above questions, please contact us to rearrange your appointment, or to see if we can help you over the phone. If you have answered ‘no’ to all then we look forward to seeing you soon. 

Please use the online 111 coronavirus service and do not go to a GP surgery, pharmacy or hospital. Call 111 if you need to speak to someone.

Community Hubs 

Staff will no longer be holding drop in meetings or surgeries at your local community hub of Clockhouse, Thomas Wall, Shanklin, Sevenacres, and Circle Library.  If you need to speak with your Housing Manager please contact them directly or phone our main number 020 8915 2000.  

You can also email SHP via - 


Our responsive repairs service will continue and you should report your repairs to us in the normal way. Our staff will need to ask you the same questions noted above about whether you or a member of your household have had contact with the virus or have any symptoms.

Where there is illness or self-isolation at a property and an emergency repair needs to be carried out then we will ask for your cooperation in opening the door for our operative but avoiding contact with them by retreating to a separate room and closing the door and allowing them to complete the work

For more information please visit - or call 0208 915 2000

Caretaking and cleaning

For all of our blocks including our Independent Living Schemes your caretakers will be using disinfectant sprays and floor cleaners to ensure door handles and other surfaces are disinfected.  

External services

External cleaning, litter picking, grounds maintenance and grass cutting will continue as usual.  

Independent Living Schemes

Contact: For Independent Living Scheme residents, we will be making contact with you to check on your welfare, and if you need to access any support services either through the social care service provision or the voluntary sector.  We will also agree with you what level and frequency of contact you would like from your Independent Living Officer. 

Communal areas: Until further notice, SHP will not be facilitating events such as coffee mornings, or the health and wellbeing programmes for example the soup club.  Until advised, we will still keep the communal lounges open for residents to meet.

Fire alarm checks: The Independent Living Officers will be on site to ensure the fire alarm checks are carried out.  

Keeping in Touch 

All residents can visit our website. Facebook and Twitter to find out the latest information. If preferred you can telephone or email your Housing Manager directly.

We will be taking steps to make contact by phone with any residents who may have additional needs and would benefit from some help or guidance at this time.