Covid-19 Response

Reviewed 24 February 2021

As restrictions begin to ease in accordance with the Government’s roadmap aimed at ending lockdown by June, we want to reassure you that we will continue to do all we can to support you and your family over the coming weeks and months. We know this is still a worrying and uncertain time for many of our valued customers.

This dedicated page will provide you with all of the information on our services to support you and will identify any areas where we have had to adapt our usual service because of government restrictions, to reflect reduced staffing levels due to staff self-isolating or to protect the health and safety of staff and residents at this time.

For our residents in homes that have communal stairwells and landings please continue to be mindful, unless exempt, to wear face coverings when in these areas to improve your safety and to help reduce the spread of the Covid-19 virus. Even if you have been vaccinated, you can still spread Covid-19.

We are also reminded by government advisers still not to mix indoors with people who are not within our households in order to minimise the risk of catching or spreading Covid-19. Your health and safety is of utmost importance to Swan at this time.

How do I get in touch with Swan?

In line with government advice, our staff who are not key workers are currently working from home and all our offices are closed to visitors. You can access information about our services on  and speak to us via Live Chat there too.   

If you cannot find what you need online, please do speak to us via Live Chat on our website or you can email us at  You can also call us on 0300 303 2500 but please bear with us, you might wait a bit longer than usual to speak to one of the team. 

Are your offices still open?

All our offices are closed to visitors and we are not currently holding face to face meetings but we're still here to help you online at where you can also use Live Chat and, if you cannot find what you need online, you can call us on 0300 303 2500.

Will scheduled visits still go ahead?

In line with government advice, our staff will be re-arranging all currently booked face to face visits so they can be carried out by telephone or other means. Our teams will only visit you in your home in exceptional or emergency situations. We will be unable to visit a property where a household member is self-isolating or has symptoms of Covid-19. If you need us during this period, please contact us and we will talk through the options as to how we can support you.

Will repairs still be carried out to my home?

Our repairs partner Axis continues to follow the latest government advice and is working hard to complete repairs to your home in line with this guidance. Swan is committed to ensuring that we deliver the highest levels of health and safety working practices. Appointments will be scheduled with residents for these works, ensuring that no one in the household has Covid-19 symptoms or is self-isolating, prior to the visit. PPE will be worn by the Axis repairs partner. Thank you for your understanding as we continue to deliver this service under challenging circumstances for all.

More information can be found here.

I am struggling financially. What help can I get?

If you are concerned about your financial position because of the impact of Covid-19, our Welfare Benefits team are standing by to support you.  

More information can be found here.

Will communal areas be still be cleaned?

Our Estates Services Team will continue to provide services as permitted within government guidelines, but some services have had to be adapted in line the current restrictions.

More information can be found here.

Will you still provide concierge estate services within our block?

We will continue to provide services for as long as this is permitted within government guidelines, but some services have had to be adapted in line the current restrictions. 

More information can be found here.

I am concerned about anti-social behaviour or other housing issues, what should I do?

Our housing teams are here to support you. We've got some useful guidance on how everyone needs to work together during this difficult time to be both neighbourly and supportive. 

More information can be found here.

Do parking restrictions still apply?

Yes, car parking restrictions still apply on our estates. Everyone is encouraged to be as neighbourly as possible while recognising that more people will be at home at the moment due to the restrictions on movement. Please at all times ensure that access is maintained for the emergency services. 

More information can be found here.

I am one of your Forest Gate PFI residents, what is the impact of Covid-19 on the service you will provide?

You can find out more information here on how we will continue to work with London Borough of Newham to support residents living in Forest Gate.

Will residents still be involved in making decisions that affect their homes and the services we provide?

We will continue to seek to engage with you about our services, but you will appreciate that we won't be arranging face to face meetings at this time. Our Resident Involvement and Community Development team will be working with our engaged residents to find other ways to continue to speak to you.

How are you providing supported and care schemes?

Our staff continue to support those living in our supported living, young persons, extra care, and sheltered schemes and those for whom we provide care in their homes. However, we've put arrangements in place in each case to ensure that we can support you in line with government guidelines. Speak to your local team for advice on any changes we have had to make to our services.

How are you providing NHS accommodation?

We recognise the fantastic work being done by NHS staff on the frontline and remain committed to supporting them through the provision of NHS staff accommodation. Arrangements have been put in place locally to ensure we can continue to provide services and where adaptions to scheduled services are required residents will be notified through local teams.

I have an ongoing insurance claim regarding my home - what will happen to that?

In line with Government advice all non-emergency appointments and repairs are being cancelled and will be rebooked when it is safe to do so.  You can find out more about how this will affect your insurance claim here.

What is the impact of Covid-19 on homes which are confirmed to have cladding which will be removed or homes which need further cladding surveys?

The Health and Safety of our residents is our priority. More information can be found here.

What's the best way to stay in touch with your response to Covid-19?

We will continue to communicate with you over this period both through our social media and this dedicated page on our website .  If you live in a block, updates will continue to be provided through notice boards, particularly where there are changes to our services.

What is the latest advice for social housing residents?

You can find the full government advice for social housing residents here.

Lettings services 

We are working closely with our local authority partners to continue to let our Swan homes as normal. We are carrying out virtual/telephone sign-ups and have reduced our inspection procedures in line with the latest government advice while Covid-19 restrictions are in place.

If you need to speak to someone please call us on 0300 303 2500 or email