Last Updated: 11 May 2020

The situation with coronavirus (COVID-19) has meant significant disruption to many services and charities across the UK. As an organisation working with some of the most vulnerable, we have taken the decision to adapt our service delivery in order to safeguard our service users, staff and volunteers and to comply with current Government Guidance. As such we will not be delivering direct face-to-face support. We are mindful that the situation is ever changing and will review this policy frequently. This means we will not be operating face-to-face physical meetings, drop-in sessions or support during this time. We will continue to offer services via phone and video calling support.

Following the announcement from the Prime Minister on 10 May 2020 regarding the first easing of lockdown and in the interests of absolute clarity, Stonewall Housing has taken the decision that all staff will continue to work remotely for a period of at least 3 weeks.

Further update will be provided on 1 June 2020.

What does this mean to people living in our supported housing schemes?
All people currently living in our supported accommodation will receive a communication with more specific advice on how the Coronavirus could impact them and how to keep safe during this period. We will continue to offer support and extend our services to seven day a week during this time. Our team will be on hand to offer practical and emotional support to our service users during this time.

What does this mean to people who have an advice case open with us?
If you have an existing advice case your worker will remain the same and you will continue to receive updates on how your case is progressing. In many cases the work will continue as planned and there will be no need for you to be concerned. In some cases, activity planned with regards to your case such as attending a meeting, might need to be completed remotely, or postponed. We appreciate delays to your cases will be frustrating but we need to take these steps for everybody’s safety.

If you don’t receive an update from us but you think you have an open case please email

What if I’m new to the service?
If you are new to the service you should refer yourself via our online referral form and we will contact you for an initial telephone assessment.

Other Services
Office – our office will be closed until at least 8 May 2020.  Our office phone line is on divert so any business enquiries can contact us on the usual number 020 7359 6242
Drop-in’s – Our drop-in services are closed until at least 8 May 2020.  We advise you to self-refer using the online form. We can then arrange either a telephone or video call session with you to discuss how we can help. Please be mindful there may be a delay.
Advice Line – our advice line is open as usual.10am till 1pm Monday – Friday 020 7359 5767
Rough Sleepers – we will continue to support LGBT+ people faced with rough sleeping. Our referrals to the Outside Project for rough sleepers will remain open although we have no vacancies at this time. People experiencing rough sleeping should contact StreetLink London

Our Partners AKT have produced some great guidance here