Covid-19 Updates

All the latest news related to Coronavirus.

We are here to help

We would like to reassure residents that our staff are here to support vulnerable residents who live in the homes we manage during these unprecedented times. 

We are currently undertaking welfare phone calls to all residents we know who may need support. Our staff will be clearly identifying themselves as part of the RBKC and will not ask for any sensitive or personal information.

If you need support or are concerned about a vulnerable or older resident living on the estate, then let us know by calling 0800 389 2005

We are also asking all residents on the estate to support each other. Do check in with your neighbours who are vulnerable or older especially if they are unable to leave their homes. Whether it's offering to get essential provisions from the shops or having a chat on the phone, we all have a part to play to support our local community. Please ensure you follow all advice on social distancing at all times. 

For the latest on the Council's coronavirus response, click here.

North Kensington Response at Bay 20

Congratulations to the Lancaster West Residents Association and Bay 20 for an incredible initiative. It was a pleasure for Lanc West Neighbourhood Team to contribute supplies to help this programme.

Stay Home, Protect the NHS

Advice on Coronavirus symptoms

Emergency hardship fund: a note from Lanc West director James Caspell

Dear Resident, 

Coronavirus (Covid-19): Update on housing support for residents  We recognise that these are difficult times both on a personal and financial level for many households. I wanted to write to update you on some of new ways we are offering to help and support you. Please do not feel that you are alone and contact us if you need to.  
Rent payment support  We have introduced a new emergency hardship rent payment fund for tenants who are struggling to pay their rent as a direct impact of the pandemic.  
Tenants will need to fill out an application form and, if approved, will initially receive help for up to two months of rent payments. 

Who is eligible to apply? 
  • Tenants in receipt of partial or no housing benefit or Universal Credit housing cost payments 

  • Tenants who have experienced a sudden loss of income as a result of unemployment and /or have become unemployed without pay 

  • Tenants who are self-employed who are now unable to work 

  • Tenants trying to make an application for benefits but experiencing significant delays in having their application processed 

To find out more and receive an application form, please call 0800 389 2005 or email You can also contact Ola Ayoola, our Income and Financial Inclusion Officer directly or 07970 958464. We can also direct you to benefits advice and employment support services. 

Accessing your home for essential works   Residents will be understandably concerned about works continuing during this time.  
We would like to reassure you of the measures we are taking to keep you and our staff safe: 

  • We have restricted works to essential and urgent work only. This includes water and gas leaks, and some fire safety works.  

  • You will appreciate that on occasions essential work may require access to your home. Any work that does go ahead will adhere to Government and Public Health England advice to help stop the spread of the virus. We will be following guidance on social distancing and handwashing. All council staff and contractors who do enter your home will be clothed in Personal Protective Equipment. Staff who feel unwell, or have household members who feel unwell, will not be working. 

  • We will contact you prior to any work starting to seek your permission and establish if you are self-isolating or in a high-risk group. If you do not want anyone to enter your home to carry out works during this time, then you can rebook. Where we are required to enter your home, for mandatory gas and electrical safety checks for example, we will take all possible precautions.  

Here to help and support households in isolation The Lancaster West Neighbourhood Team has made more than 250 welfare phone calls, and delivered care packages to more than 70 households, ranging from food, soap – and even Easter eggs! 

We are still attempting to contact all residents over the age of 70 and those with known medical vulnerabilities to see if they need help.  

Whatever your age, if you need help now please get in touch by emailing calling 0800 389 2005. We can also put you in touch with organisations that can assist you with getting essentials such as food, other shopping and medication. 
If you are struggling to buy necessities, you may be entitled to support through the Council’s Hardship Fund. Please call 020 7745 6464 (Monday to Friday, 8.30am to 5pm). Details are on our website: search for ‘Local Support Payments’. 
Thank you Finally, I would like to thank each and every resident who is staying at home to protect our National Health Service and save lives.  
Also, I would like to thank the Lancaster West Residents’ Association, Bay 20, and Bramley House TRA, for the work they have done in ensuring vulnerable residents are supported in the homes we manage. 

Keep in touch You can keep in touch with the Lancaster West Neighbourhood Team by following us on Instagram @lancasterwestneighbourhoodteam or by downloading our WeAreW11 app.  

Yours sincerely, 

James Caspell 
Neighbourhood Director 

A handy guide to help for elderly and vulnerable residents

Coronavirus/COVID-19 update

We understand many residents will be feeling extremely anxious during these unprecedented times.  We are here to help residents in any way we can in the weeks ahead.

Please note: Essential services will continue 

  • Emergency repairs will remain our top priority and will continue to be undertaken. If you are self-isolating, in quarantine or showing symptoms of coronavirus, please let us know in advance so that we can take steps to keep you, your neighbours and our staff safe. 
    • Examples of emergency repairs are an uncontrollable leak, a complete loss of power or repairs required for the health and safety of residents
    • Phone number to report emergency repairs: 0800 389 2005
  • New non-urgent repairs will not be scheduled until further notice. However, you can still report these repairs via phone call, email or via our 'report repair' function on this W11 app, so that we can log all the details and prioritise them as soon as normal services resume. 
    • Phone number: 0800 389 2005
    • Email:, or via our W11 App (details below).
    • App: Report through 'Report a repair' function on the home page of this app

Supporting vulnerable residents 
We are undertaking welfare phone calls to all residents we know may need a helping hand, and we are asking all residents on the estate to support each other.  If you are concerned about a vulnerable resident, let us know. Do check in with your neighbours who are vulnerable or older especially if they are self-isolating, feeling unwell, or in quarantine. Whether it’s offering to get essential provisions from the shops or having a chat on the phone, we all have a part to play to support our local community. Please ensure you follow all advice on social distancing at all times. 
  • Further information can be found by visiting and searching ‘coronavirus’. 

Financial support
We are aware that some residents may experience financial difficulties over the coming weeks, or worry about being able to pay the rent. If you don’t think you can afford to pay your rent, please make sure you contact us as early as possible so we can help you organise an appropriate payment plan and provide the latest benefits advice. 
 Residents can pay their rent without leaving their home by choosing one of the following options: 
  • Phone LWNT’s Income and Financial Inclusion Officer, Ola Ayoola, directly on 07970 958 464 Mon-Fri 9-5pm.  You can also set up a Direct Debit.
  • Phone the automated rent payment line on 0203 974 4670, open 24 hours a day
  • Online visit the following the link, using your payment reference which will start with 200: 

Baseline studios closed to residents
For the health of residents, staff and the wider community, the Lancaster West Neighbourhood Team offices at Baseline are no longer open to residents. Please do not come down to our offices at Baseline but call instead on call 0800 389 2005

Cleaning and caretaking
We will continue to thoroughly clean your blocks and estates. There will be more focus and additional cleaning in the busiest areas and higher risk ‘touch points’ such as door handles, stair rails, lifts and entry-phone systems.

Our caretaking services will also continue to keep your blocks and estates clean, tidy and free from litter, spillages and other hazards that could help spread the virus.

Service levelsWe are working hard to keep services running but it will be difficult to maintain current levels across all services. You can help by only contacting us if it is absolutely necessary, so we can focus our efforts on helping those most in need. Thank you for your cooperation. 

Health notice for residents
If you develop symptoms, please visit NHS111 online for medical advice or call NHS 111 if you don’t have internet access. It is important that we all follow Public Health England guidelines and government advice to keep as many people healthy as possible during this pandemic. 

Key message from government: Stay at home.  Do not travel unless your journey is absolutely essential. If you are a key worker and your journey is absolutely essential, the busiest times are 05:45-07:30 and 16:00-17:30. If possible, please avoid these times.

For more information on COVID-19 from RBKC, please visit the following link: 

Keep in touch 
We will be posting regular updates on Instagram, on our App, and sending out letters to residents as we have further updates. As a reminder, our contact details are as follows:  
  • Phone: 0800 389 2005   
  • Email:   
  • App: WeAreW11 download to Apple or Android from the App Store   
  • Instagram: @lancasterwestneighbourhoodteam