The impact of the coronavirus (Covid-19) is unprecedented across the UK and abroad.
It’s important we work collaboratively with you to minimise the risk of the virus spreading in our accommodation.

We’re constantly monitoring government advice and making changes to our service to reflect the measures.

Our priority is your safety and our staff.  It’s important we’re all familiar with the measures in place and what they mean in practice for all of us.

To achieve this, we’ve produced the below set of frequently asked questions (FAQ).  This will be updated as and when changes occur to our management plan. If there’s anything we’ve not covered please get in touch by contacting us via at


Site contact details


Email: / Phone: 020 8036 0017



Email: / Phone: 020 8036 0020



Email: / Phone: 020 8036 0063



Email: / Phone: 020 8036 0020



Email: / Phone: 020 8036 0015



Like most organisations, we have business continuity and major incident plans. In response to Covid-19, we established two internal groups (Strategic and Operational)
Specifically tasked to manage the impact to our business and residents.

They work collaboratively on our business response to the measures introduced government as they’re announced. This translates to local management plans which focusses on maintaining services and keeping our residents safe.

Official sources such as the Government, PHE and the NHS are updating health advice daily. The most reliable information and guidance on symptoms and measures you can take to protect yourself and other is available on their websites.

View the latest health advice from the NHS.

If you require help with preparing meals, buying groceries, other shopping or picking up medication, please ask friends if they can assist.  Alternatively, you can order medication by phone or online. You can also order your shopping online. Make sure you tell delivery drivers to leave items outside for collection if you order online. The delivery driver shouldn’t come into your home.

PHE have issued the following guidance on self-isolation which provides helpful advice for both the person self-isolating and how to do this safely to reduce the risk of the virus being spread.

In situations where someone you are sharing accommodation with is self-isolating, we are required to maintain strict confidentiality so won’t be able to provide you with specific details on their situation. However, we do have plans in place to manage self-isolation in our accommodation. These measures include enabling residents carry out their self-isolation in their ensuite rooms. For residents who live in standard rooms designated facilities will be identified for their sole use. This may mean you might be asked to use a different bath/shower room or W/C than you usually access. As it’s more difficult to limit kitchen access, we are asking that different meal arrangements are made during self-isolation with food being prepared on behalf of the person affected.

Yes, we would like to reassure you that will remain open during this period.  Following PHE guidance though, there’ll be some adjustments we’ll need to make to how we deliver our offering.  This is in line with new advice on ‘social distancing’ to help avoid spreading and catching coronavirus.

Being a responsible provider, we are undertaking the following:

  • We are committed to ensuring that our accommodation receptions remain open with no change to our hours.
  • We will be operating with one team member on site only.  There may be a delay in, or reduction to, our services here.  If you need to contact the accommodation reception please find your site email address and phone number below.  We have a dedicated team working off site who can provide you with support on your enquiry.
  • We will continue to offer a maintenance service as we do now, however, further risk management measures may mean we’ll have a reduced service (i.e. emergency repairs only).  Emergency repairs are related to where there is a safety risk to you or others.
  • If you need to contact us to report a maintenance repair, you can do this by contacting your site team.  We will ensure that your request is processed to be fixed.
  • If you are self isolating, only emergency works will be completed
  • Our cleaning team are working hard to ensuring that the accommodation hygiene standards are maintained.  This means however that we will be prioritising cleans of the communal areas.  These are high traffic walkways so we will be undertaking cleans to assist with limiting the spread of any general viruses.
  • If you are self isolating, we are unable to clean your immediate area. However, we’ll ensure that a deep clean in line with PHE advice is undertaken once you have completed your self-isolation.
  • Our event and activities programme will be suspended.  We will restart this when PHE advises that it is safe to do so.

Our accommodation teams are working hard to ensure that you continue to receive a positive experience from us.  Thank you for your understanding and patience during this time.

Yes. There will be no changes to Communal cleaning this will be carried out Monday to Friday. However If a flat is in self –isolations this will be discussed with the occupants on an individual basis. 

Yes. They will be undertaking essential Health and Safety and Fire prevents checks and will not be entering resident’s rooms.

Yes. Please ensure you clean up thoroughly  after each use to prevent any potential transference.

No. In light of the current situation we would like to prevent potential transference. 

No.  In light of the current situation we would like to prevent potential transference.

We’re asking for this information to enable us to protect your safety and the safety of those around you, including our staff.  We’ll store the information you provide securely and only keep it for as long as necessary.  The data will be deleted from our systems when we no longer require it.  We’ll only share this information with other organisations if strictly necessary to enable us to support you in your residence.  For further information on how Optivo processes your personal information please see our Privacy Notice.