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.


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.

We're here to support you

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.

Housing, health and money basics

To request a Rent Statement or a callback from the St Mungo’s Rents team, please click here.

To access AllPay, please click here.

  • 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:
  1. 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.
  2. By text message* – Register online . Once registered, you can pay by sending a text message stating the amount you would like to pay.
  3. By telephone* – Phone 0844 557 8321 and follow the automated phone system to make a payment.
  4. Online* – You can pay your rent online through the allpay website. You’ll need to register online.
  5. Using the allpay app* – The app is available for Apple and Android smartphones.

* Please note that you need a debit card to pay via text, telephone, online or using the allpay app. You can pay using this method 24 hours a day.

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

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 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:

 You can also email the St Mungo’s benefits advice service by emailing

At St Mungo’s, we are committed to providing you with a safe and healthy environment that supports your wellbeing. To help, we’ve created a simple fact sheet with top tips designed to help you prevent condensation, damp and mould in your home and to ensure you know how to raise any issues related to damp and mould with us. We do realise that not all damp and mould issues can be tackled

by residents; if you have a problem with condensation or mould in your home that you cannot manage, please report it to us on A warm home can reduce condensation. If you have concerns about heating your home, you can find help and advice by contacting Citizens’ Advice –

Complaints and repairs

We want to keep improving our services and value feedback. You can send an email to or call us on 020 3856 6068 and we will get back to you to discuss your problem. 


Compliments and suggestions are welcome too, we also want to hear the good stuff! If you are one of our residents, please let your project worker or manager know of any good experiences. Or email

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 the Repairs Helpdesk on 0333 050 2167 (between 9am and 5pm)
  • Emailing Please provide full details of the issue with any photos where possible when reporting a repair in this way.

You can also write 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.

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 (e.g. how to turn off the gas, the water at the stop cock etc.)

Our Emergency Repairs number is 0203 131 0080. 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.

We welcome suggestions and want to hear about any instances where people think our service could have been better. It’s all part of being accountable. 

More detailed information on the complaints procedure can be downloaded here.

Find out more about our full complaints policy and procedures here.

Every year we publish data about complaints and repairs raised in our services and accommodation.

Read the 2021-22 Report to Residents here.

Read the most recent Complaints report here.

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 would like to take a course, or deliver your own course to other people, you can find out how to on the Recovery College page.

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 and we will help you to find the right person to speak to.

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 or call on 020 7902 7948.

Getting involved with St Mungo's

That’s great! We welcome all ideas and suggestions. You can either talk to your keyworker who will pass the information on, or email us on and we’ll respond within a couple of days.

We have lots of opportunities for you to get involved and make a difference! You can join our client challenge, become your service’s client representative, or even volunteer with us! To find the perfect fit for you, get in touch with our Volunteering, Apprenticeships, and Involvement team at

We’d love to help you use your lived experience to make a difference to the lives of others facing the challenges of homelessness.

  • We offer a variety of volunteering opportunities. To find out more, contact us at
  • Apprenticeship Scheme – our award winning apprenticeship scheme is open to applicants with lived experience of homelessness. You can find out the details by contacting