Our clients are people who live in our accommodation or use our services such as our skills and employment services, day centres, offender services, or people our staff go out to meet and support in the community.
If you are a client of St Mungo’s, please read on to find out more about the services available to you and how you can get in touch and get involved.
With the Coronavirus outbreak still happening, we are committed to keeping our clients updated as best we can, about the disease, its risks and what we are doing to keep clients and staff safe.
The advice from Public Health England is that Coronavirus (COVID-19) is not serious for most people and that most cases appear to be mild.
The advice for anyone in any setting is to follow these main guidelines.
1. If you have been in contact with someone with coronavirus or have returned from an affected area identified by the Chief Medical Officer as high risk and you are feeling unwell with a cough, difficulty breathing or fever, stay at home and use the NHS 111 online coronavirus service or call NHS 111.
2. Wash your hands more often than usual, for 20 seconds using soap and hot water, particularly after coughing, sneezing and blowing your nose, or after being in public areas where other people are doing so. Use hand sanitiser if that’s all you have access to.
3. To reduce the spread of germs when you cough or sneeze, cover your mouth and nose with a tissue, or your sleeve (not your hands) if you don’t have a tissue, and throw the tissue away immediately. Then wash your hands or use a hand sanitising gel.
4. Clean and disinfect regularly touched objects and surfaces using your regular cleaning products to reduce the risk of passing the infection on to other people.
We are monitoring government updates and advice daily and are following UK Government advice and there is more detailed information on the Public Health England website.
Housing, health and money basics
- Bank – If you have a bank account, the easiest way to pay is by setting up a Direct Debit or Standing Order with your bank.
- Direct Deductions from Welfare benefits. If you are in receipt of welfare benefits, you may be able to set up Direct Deductions. These three methods all ensure your rent/ licence charge is paid automatically at set intervals. Staff in your service or our Rent Team can assist you to set them up.
- allpay Card - Alternatively, you will be given an Allpay card, which allows you to pay your rent/ licence charge in the following ways:
- At a Post Office or an outlet displaying the PayPoint symbol – Take your allpay Card, together with your payment. After your payment is processed, your card will be returned to you with a printed receipt to confirm the payment.
- By text message* – Register online . Once registered, you can pay by sending a text message stating the amount you would like to pay.
- By telephone* - Phone 0844 557 8321 and follow the automated phone system to make a payment.
- Online* - You can pay your rent online through the allpay website. You'll need to register online.
- Using the allpay app* - The app is available for Apple and Android smartphones.
You may also be able to pay in cash to staff in your service. Ask staff for more details.
If you do not have a bank account and would like help to set one up, please speak to a member of staff in your service or visit Money Advice Service for help.
If you have any questions, please ask staff in your service or contact the Rents team on 020 3856 6030 or email firstname.lastname@example.org
Your first step is to find your local GP or doctors’ surgery. GPs work by areas, so you can’t be registered at one too far away from where you live.
Use the NHS website to find your local GP.
- Once you have found a GP near you, you need to register. There are a couple of ways you can do this:
Online – many GPs now have online registration. Find your GP’s website and if they have online registration, simply fill out their form and wait to hear back from them.
- In person – if you can, you may want to go to your chosen GP and fill in their form in person. Usually the reception staff will be able to help you.
The NHS website also has useful information on what you will need to register and copies of the form you will need to fill out. You can find the information on their website.
If you live in St Mungo’s accommodation you can report repairs to us by:
- Completing the resident repairs form on our website
- Telephoning Repairs Helpdesk on: 020 3856 6024
- Emailing email@example.com
- Sending an SMS message to: 07506 535 535
Your SMS message needs to start with word REPAIR - this is an automated service for which you need to register your phone number – details are available from Property Services Team or your support staff
- Writing a letter to: St Mungo’s Property Services Team, 3 Thomas More Square, London, E1W 1YW.
Alternatively you can speak to your key worker or any member of staff at your accommodation who will be able to help. During 2018-19, we completed 96% of reactive repairs within agreed timescales, 97% if they were emergencies.
If you want some information on benefits that may be available to you, visit, the Government information website and read the information held there. If you would like someone to talk you through your options, you might find it helpful to speak to Citizen’s Advice. You can find out your local branch or how to contact them on their website.
Other websites with useful information include:
Using St Mungo's services
A Recovery College is a free, supported learning environment where people work towards gaining skills, experience and confidence. It is not like a traditional college, where you would work towards a qualification. St Mungo's offers a number of Recovery Colleges in different locations.
If you’re in one of our 24 hour staffed hostels, please speak to any member of staff on duty and they will be happy to help you.
If you’re in semi independent accommodation, the telephone number of the manager will be displayed in a communal area – please do call this number. If the manager is not available, call us on 020 3856 6000 at our central office or email firstname.lastname@example.org and we will help you to find the right person to speak to.
We want to keep improving our services and value feedback, both positive and where things need to get better . Tell us what you think via this page - our complaints, comments and suggestions.
If you'd prefer, you can also send an email to email@example.com or call us on 020 3856 6068 and we will get back to you to discuss your problem.
Our skills and employment services range from personalised 1-2-1 information, advice and guidance, skills development, employment workshops, help with writing a CV and improving your interview techniques and finding work placements.
Our skills and employment services are open to anyone who is homeless regardless of whether you are ready for work or not.
If you are interested in this service please email firstname.lastname@example.org or call on 020 7902 7948.
Getting involved with St Mungo's
There are many client-based groups. You may want to attend residents meeting in your accommodation project, for example, or one of our diversity networks.
St Mungo’s also has two organisational client involvement groups:
- Outside In – this is a group that’s open to all St Mungo’s clients. Outside In is made up of people who live in our accommodation or use services and who work in partnership with St Mungo's to use their voices, skills, talents and strengths to improve our services.
We currently have Outside In groups in London and Bristol. As we grow in different areas, more may develop across the South and South West.
- Client Advisory Board (CAB) – this is a formal group of clients who meet with St Mungo's Board of Trustee members and directors every six weeks to represent clients, putting forward ideas and concerns and helping to set the agenda for future development. Any client who has used one or more of our services can apply to join the CAB, which is followed by an interview with other members.
To find out more, contact Amy White, Head of Client Involvement, Diversity and Inclusion, at email@example.com
Volunteering and apprenticeships are great ways to get involved with the work of St Mungo’s and help others who are facing the challenges of rough sleeping or homelessness.
- Volunteering – we regularly open up opportunities for volunteering. You can find out more on our volunteering page.
- Apprenticeship Scheme – our award winning apprenticeship scheme is open to applicants with lived experience of homelessness. You can find out the details on our apprenticeship scheme pages.