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.
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.
To request a Rent Statement or a callback from the St Mungo’s Rents team, please click here.
To access AllPay, please click here.
* 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 rent.team@mungos.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.
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 benefits@mungos.org.
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 repairs@mungos.org. A warm home can reduce condensation. If you have concerns about heating your home, you can find help and advice by contacting Citizens’ Advice – www.citizensadvice.org.uk.
We want to keep improving our services and value feedback. You can send an email to complaints@mungos.org 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 info@mungos.org.
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:
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.
If you have an emergency with water, electricity, gas or a structural problem or out of usual working hours:
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.
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 info@mungos.org 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 employmentreferrals@mungos.org or call on 020 7902 7948.
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 quality@mungos.org 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 clientinvolvement@mungos.org.
We’d love to help you use your lived experience to make a difference to the lives of others facing the challenges of homelessness.
3 Thomas More Square, Tower Hill, London E1W 1YW | 020 3856 6000 | info@mungos.org
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Appeals Policy
Case Closure and Reopen Guidance
Clearing House FAQs November 2022
Clearing House Nomination Policy & Procedure v1.1
Clearing House Sensitive Lets Policy & Procedure v1.1
Clearing House User Agreement v4
Complaints Policy
Couples Referral Guidance
Data Protection and Information Sharing Policy
Eligibility Policy
High Needs Quota Policy & Procedure
Hostel Decant Policy & Procedure
Nomination Guidance
Nominations Appendix A – Allocations and Prioritisation
NSNO Low Needs Staging Post Offer Policy & Procedure
Policy Addendum Clarification 2019
Referral and Waiting List Policy & Procedure
Referral Coaching Policy & Procedure – Volunteers v1.0
Referral Form Minimum Standards v1.2
Resettlement Policy & Procedure
Tenancy Review Policy & Procedure
Transfers Policy & Procedure