CORONAVIRUS: Our offices are closed until further notice and we’re only carrying out a limited repairs service for now. Our phone lines remain open. For latest news, see our Coronavirus webpage

 Coronavirus FAQs

Frequently asked customer questions
(Updated: 26 May)

We are aware that these are worrying times and people’s livelihoods are being affected by the pandemic, and you may have questions. To try to help, we have answered some of the most common questions we are being asked at this time.

Note: Our offices are closed, and our staff are working from home. The phone lines can be busy, but we will respond to your query as quickly as we can. Please bear with us.


Please do not put wipes or kitchen roll down the toilet. These ‘non-flushables’ must go in your rubbish bin as they do not break down in the pipes and will create blockages and 'fatbergs'.

  • When will repairs to my home be carried out?
    Toggle accordion item

    Until further notice we are only carrying out:

    • Essential health and safety work such as emergency repairs and gas services
    • Outstanding external work that can be done safely in accordance with social distancing guidelines – for example fencing, work to boundary walls, paving, roofing, guttering etc. We will contact you in advance to let you know if we are able to carry out a logged external repair at your home.

    We hope to extend our repairs service in line with future reductions to the UK lockdown restrictions, however, other repair appointments continue to be postponed for the time being and we are unable to take any new requests for routine repairs. We will update this webpage with any latest updates.

    For advice on what is classified as an emergency, urgent, or routine repair see Repairs and maintenance

    Thanks for your understanding.

  • How will you ensure that I am protected if you have to come in to my home?
    Toggle accordion item

    If our staff need to visit your home, you will be asked to leave the room until the work is complete.

    Please be reassured that we are following the latest government guidance, which advises regular handwashing rather than wearing gloves.

    Our staff will:

    • Clean their hands regularly including before and after entering your home.
    • Always try to abide by social distancing guidelines and keep 2 metres away from you. If this is not possible, they will wear a face mask (type FPP1 or similar).
    • Install any appliance as per specific instructions provided.
    • Inform you when they have completed the work.

    If you are worried that you may have Coronavirus or the symptoms, please let us know so we can reschedule your appointment.

Moving home

We are only resuming home moves that can be done in accordance with government’s social distancing guidelines. Some moves remain on hold for the safety of customers and staff. This webpage gives the latest information and will be updated as circumstances change.

  • Am I able to move home?
    Toggle accordion item

    Due to ongoing social distancing advice and to help prevent the spread of Coronavirus, home moves are only taking place if the property you are moving to has previously been vacant.

    If you have any specific concerns, please contact us


    If you have already been allocated a Cottsway home through Homeseeker Plus, HomeBid, Homes4Wiltshire or Homechoice Plus, we will contact you with information about how your move will progress. There is no need for you to get in touch, we will contact you about this as soon as possible.

    Currently no new bids are being taken on these schemes as no new properties are being advertised yet. As soon as they re-open we will update this webpage.

    Shared ownerships

    You can still express an interest in our shared ownership properties. We will then contact you to arrange a viewing, in accordance with social distancing guidelines, and let you know how the purchase can proceed.

    To view our available properties, see I want to buy

    Mutual exchanges

    Mutual exchanges remain on hold. We will be in touch as soon as we think these can continue safely.

  • I’m moving out - how do I hand my keys in?
    Toggle accordion item

    If you are moving home during this time, please contact us and we will arrange to fit a key safe outside your home. Please put your keys in that when you vacate your home and let us know when you have done so.

  • What’s happening with your new build developments?
    Toggle accordion item

    Work on many of our development sites has restarted. The developers will be ensuring that the work on site is done in accordance with government guidance, adhering to two metre social distancing rules and /or wearing the necessary PPE to ensure the virus is not spread between workers.

    If you have already registered an interest in one of our properties, we will be in touch as soon as possible.

Money concerns


Other support

Google translate Google translate
click to choose
Colour contrast Contrast
Font size Text size