Health and wellbeing

The health and wellbeing of our customers is our top priority. The below frequently asked questions explain how we’re responding to the outbreak to help keep you, our colleagues and contractors safe.



We understand this is an unsettling time and there are lots of ways that we can support you.

We’ve launched a new wellbeing project to connect you to vital support services, offering practical and emotional advice and help you during these challenging times. Find out more about our wellbeing project.

You only need to let us know if you’re self-isolating for the following reasons:

  • You live alone and need support while you self-isolate
  • If you are due an essential safety check in your home, or we need to access your home for an emergency repair
  • If self-isolation means you cannot work affecting your ability to pay your rent
  • You need help accessing benefits to help you financially while you are in self-isolation

Go to our financial support FAQs for more information on help with rent and benefits while in self-isolation

If you think you have mild symptoms, help protect others – do not go to your GP, pharmacy or hospital.

Call the 111 online coronavirus helpline or visit the NHS advice page to check your symptoms and seek further advice.

We are carrying out wellbeing telephone calls for all our elderly or more vulnerable residents, to check in with them and see if they need any additional support. However, if you are worried about  someone please contact us on 0300 456 2099 or send us an email and our wellbeing team will arrange to contact them.


The most important thing to do is to stay home to help keep your friends, family and neighbours safe.

However, there are things you can do to help keep your neighbours informed with important updates. We’re regularly updating our website, social media channels and have also sent out letters and emails, but we want to make sure our communities are helping one another to stay informed in a safe way too. You can:

  • Share updates through community Facebook pages
  • Share updates in Whatsapp groups
  • Retweet our Twitter post to your followers
  • Share our Facebook post with your friends
  • Let us know your email address so we can include you in our regular email updates


We’ve launched our wellbeing project to connect you to vital support services and offering practical and emotional advice and help during these challenging times. Find out more on our wellbeing project page or contact our wellbeing team directly. 

Social distancing

It’s very important for the health and safety of our customers, colleagues and contractors that the social distancing two metre rule is followed.

If the social distancing guidance isn’t followed – by you or anyone else in your home – during an essential visit, our colleagues and contractors will give you a polite reminder and ask you to keep a safe distance.

If this reminder is ignored for a second time, they will advise you that they are stopping work and will leave your property immediately.

Are you sure they are breaking social distancing rules? They could be providing key services to others in the community that could be misunderstood as a breach.

Try and have a chat with them – obviously while keeping the correct social distance – and remind them of the rules.

If you don’t feel comfortable speaking to them directly, you could always ask another neighbour to chat to them instead or drop a friendly note through their door

If you have a neighbours’ WhatsApp group, you could send a friendly reminder via this channel as well

Put up our social distancing poster – PDF 1MB to remind people about social distancing, or again maybe just drop it through your neighbour’s door.

Catalyst does not have the authority to take any action against a customer for breaking social distancing rules. However, the police do have the power to enforce these rules and can even give fines to repeat offenders and those refusing to comply.

You can contact the police on the non-urgent 101 number or via their online form to report your concerns.

If you have read all our FAQs and you haven’t found the answer to your question, please send us an email or call 0300 456 2099.

Speak to a member of our wellbeing project team who can offer you practical and emotional advice and help during these challenging times.

You may also find some helpful advice and support about health and wellbeing on our other useful information page.