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. We are encouraging everyone to follow our Covid 19 Guidance For Clients.
Coronavirus or COVID-19 is an illness that can affect your lungs and airways. It has symptoms that are similar to the flu.
Currently Public Health England (PHE) believe that the spread of COVID-19 is most likely to happen when there is close contact (within two metres) with an infected person.
It’s important that you take steps to keep yourself and those around you safe and healthy. It is particularly important for people who:
- are 70 or over.
- have a long-term health condition.
- are pregnant.
- have a weakened immune system.
The NHS recommends isolating yourself for 7 days if you have either:
- a high temperature– you feel hot to touch on your chest or back
- a new, continuous cough– this means you've started coughing repeatedly
If someone you live with develops symptoms you will have to self-isolate for 14 days as it can take 14 days for symptoms to appear.
- Do let your keyworker know if you are feeling unwell. Your keyworker will make arrangements for you to self-isolate.
- Do go to 111.nhs.uk/Covid-19. Only call 111 if you cannot access help online.
- Do not go to a GP surgery, pharmacy or hospital. Stay inside.
- Do not have visitors to your room.
If you are rough sleeping and unable to self-isolate, contact Streetlink on 0300 500 0914.
All NHS services for coronavirus are free for everyone regardless of their immigration status in the UK. This includes coronavirus testing and treatment, even if the result is negative. You will not be reported to the Home Office for coronavirus testing or treatment.
On 23rd March 2020, the UK Government issued new measures to stop the spread of the Coronavirus. These measures apply to everyone.
1. You must stay at home except for:
- Shopping for basics like food and medicine
- Exercising once a day (walking, jogging, cycling)
- Any medical need or to help someone who is vulnerable
- Travelling to and from work if this cannot be done from home
2. Stay 2 metres apart from people at all times.
3. No public gatherings are allowed.
4. Police may issue fines to anyone not following these new rules.
We understand this may be a worrying time for you. Make sure you look after your wellbeing by:
- Getting some fresh air and natural light every day by going outside if you can or opening a window.
- Staying in touch with loved ones and sources of support by phone.
- Exercising daily – there are lots of free classes on Youtube! Keep your mind active too! You can access online Recovery College classes and support – please contact 020 3239 5918. See Remote Recovery College Leaflet.
- Spend some time away from your phone or TV each day.
- Do something creative like drawing, writing or listening to music.
- If you have concerns during this time, speak to a St Mungo’s staff member. There is also a list of support services in our guidance document that you can access by phone or online.
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.
St Mungo’s aims to help our tenants with repair issues in a timely and supportive way.
If you live in St Mungo’s accommodation, or are a tenant of our Real Lettings service, you can report any repairs needed to us during the working week by:
- Completing the resident repairs form on our website
- Telephoning Repairs Helpdesk on 020 3856 6024. Our aim is to contact you back within 24 hours, but please bear with us during the pandemic.
- 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. Again, our aim is to contact you back within 24 hours, but please bear with us during the pandemic.
You can also write a letter to St Mungo’s Property Services Team, 3 Thomas More Square, London, E1W 1YW. However, during the pandemic, these won’t be dealt with as quickly so ideally please use the form/email/telephone services above.
Alternatively you can speak to your key worker or any member of staff at your accommodation who will be able to help.
Real Lettings tenants - please check the information pack you received when you moved into the property for other key numbers and details.
Emergency or Out of Hours
If you have an emergency with water, electricity, gas or a structural problem or out of usual working hours:
1. Check your information pack for your property and what to do (eg how to turn off the gas, the water at the stop cock etc)
2. In your pack, you should also find the Emergency Repairs number 0800 030 6940. This is available any working day after 5pm, over weekends and Bank Holidays. If the line is busy, please be patient and operators will call you back.
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 (view their presentation here) – 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 Gibbons, 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.