Housing inclusion services during COVID

Due to the changing national picture for COVID-19 (Coronavirus), there is a change to our Homelessness service. 

The Housing Inclusion Service is operating an emergency only face to face service. 

If you have nowhere safe to stay or are threatened with homelessness in the first instance please call 020 8921 2863, during working hours 9:00am to 5:00pm.


Due to COVID-19 the Council’s office at the Woolwich Centre, 35 Wellington Street, London SE18 6HQ is currently closed to the public and dealing with emergencies only. 

Residents who are homeless or facing homelessness can call the Customer Access Team for housing advice and information, Monday to Friday between the hours of 9.00 am - 5.00pm. 

The phone numbers for the Customer Access Team is 020 8921 2863



Outside of office hours, please phone: 020 8854 8888.

Alternatively, please send an email to: housing-inclusion@royalgreenwich.gov.uk.

Domestic Abuse

If you or someone you know are in immediate danger due to domestic abuse please call the police on 999.

If you need housing advice or assistance, please contact the Customer Access Team.

Alternatively, please press this link to access more information about, Domestic Abuse Support Services, within the Royal Borough of Greenwich.

Rough Sleeper

If you are a rough sleeper, or have concerns about someone sleeping rough, please report this via the Streetlink website or by telephone on 0300 500 0914. A street outreach service will visit the reported site to provide assistance and/or refer the person to their borough of connection for accommodation assistance.

The Allocations Team

At present the Allocations Team is not providing a telephone service but are continuing to process online housing applications. In you have an urgent query, the team can be contacted by email housing-allocations@royalgreenwich.gov.uk.

If you wish to make any changes to your housing application, such as including or removing a person from your application, or wish to notify us of a change of address; please send an email to: housing-registration@royalgreenwich.gov.uk

An Amendment Form will be sent to you, once services return to normal.

The Allocations Team will not be processing any medical assessments or carrying out, any home visits to assess severe overcrowding during this period. This delay will not affect your priority date; where a priority is awarded, we will backdate this to the date of when your application was originally received.

Choice Based Lettings

Currently the number of propertied advertised under our Choice Based Lettings Scheme is reduced, however you are still encouraged to bid for these. If you are shortlisted for a council property you will be sent a letter to confirm the viewing date, once the Government has lifted the lock down and services return to normal.

If you have been shortlisted and nominated for a housing association property, the housing association will contact you directly to let you know, when you will be able to view.  Some housing associations are carrying out virtual property viewings, which will allow you to view your property on-line.             

The Allocations team will not count, self-isolation or sickness due to COVID-19, as a refusal of offer and this will not affect a customer’s future bidding.  

Mutual Exchange

The team is currently unable to progress any Mutual Exchange applications. However, if your move has already been approved and a move in date agreed, please contact your landlord to check that this can still go ahead.

Temporary Accommodation

The Temporary Accommodation team continues to provide a service to customers residing in accommodation, provided by the Council. Customers may contact their Temporary Accommodation Officer on the number they have been provided, alternatively by phone 020 8921 2333 or by email tempaccomteam@royalgreenwich.gov.uk.   


If a customer is living in temporary accommodation managed by the Council and needs to report a repair, please contact the Contact Centre on 020 8921 8900.

If customers who are living in emergency accommodation provided by a landlord and have queries about repairs, then please contact the landlord directly on the number you have been provided.


The Council has a limited supply of temporary accommodation properties and as such, the number of transfers will be reduced. Those customers being transferred to alternative accommodation will be contacted by the Temporary Accommodation team. Currently transfers for those considered to be high risk, those displaying symptoms of COVID-19 and families living in shared accommodation are being prioritised.

Rent Payments

If you have any queries about your rent account, please contact your temporary accommodation officer, as soon as possible.

If you need any assistance with requesting support in relation to your benefits, please contact the Welfare Rights service by phone on 020 8921 3333 or email wrs.ce@royalgreenwich.gov.uk 

If your query is regarding Universal Credit, please contact the Universal Support Team by phone on 020 8921 3333 or email universalsupport@royalgreenwich.gov.uk.

If your enquiry is about the status of your Housing Benefit or Council Tax Support claim, please contact the Advice and Benefits service by phone on 020 8921 4900 or email benefits@royalgreenwich.gov.uk 


Landlords can contact the Temporary Accommodation team, in the usual way.

If you have a property, which you wish to rent or lease to the Council, please contact the Procurement Team by email: hactrac@royalgreenwich.gov.uk.