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?
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?
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.
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?
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.
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 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?
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?
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.
I can’t pay my rent - can I get help?
We have a team of advisors who can offer telephone / email support to help with financial and benefits advice.
If you are having problems paying your rent, either because you are having financial difficulties or you cannot pay by your usual method, please contact us
For the latest government guidance on what you may be eligible to claim see:
Can I get a rent holiday or reduction?
We will still be charging and collecting rent during the Coronavirus emergency, but we can provide you with some guidance and support on the options that are available to you.
Please complete our online form and someone from our Financial Inclusion team will be in contact.
Alternatively, you can call 01993 890000 but please be aware our phone lines are very busy at the moment.
I am self-employed and cannot work, what should I do about my rent?
The Government has announced support for self-employed people during the Coronavirus pandemic.
For further information see GOV.UK
Will I lose my home if I cannot afford to pay my rent?
We do not want anyone to lose their tenancy as a result of the virus and, in line with Government guidance, we will not be taking legal or eviction action during the Coronavirus emergency. We will return to business as usual after it has ended.
I already have a court payment plan in place, however I have now lost my job / am not getting paid. What will happen if I don’t pay my rent?
We can provide advice. Please contact us immediately on 01993 890000.
Will you continue to send me letters about arrears during this period?
We encourage you to contact us in the first instance if you are struggling with your rent payments in any way. We will continue to send out letters if your account is in arrears and we have not been able to contact you.
- The Job Centres are closed – what can I do?
Who else can help me with money advice?
We work in partnership with Citizens Advice West Oxfordshire and all Cottsway customers, regardless of where you live, can contact this branch for help and advice.
Citizens Advice offers free, independent and confidential advice on:
- Managing debt
- Managing your money and budgeting
- Welfare benefits and whether you qualify
- Applying for benefits
- Completing benefit applications
- Challenging a decision on benefits
- Understanding changes to benefits and how they affect you
- Dealing with change caused my moving in and out of work
- Increasing your working hours
I usually pay with an allpay swipe card but can’t go out
Setting up a direct debit for regular payments like rent or service charges is the easiest and most efficient way to pay. For more information, including how to pay online or by phone, see: Make a payment
If you have a allpay swipecard and don’t have a bank account, and you are worried about how to pay, please contact us on 01993 890000
- Can I still pay by cheque?
Is it safe for me to make a payment over the phone?
The security of your data is of the utmost importance to us.
Whilst our staff are working from home, we continue to practice safe standards at this time and this includes taking payments over the phone.
My parents are elderly and are in self-isolation what support is being offered to them?
We have been calling all our customers who are aged 70+ to:
- Check on their wellbeing and to see how they are.
- Help signpost them to support services.
Where we do not have their up to date phone number, we have written to them instead.
It is very important during the ongoing situation with Coronavirus that the contact details we hold for all our customers are up to date. Please help your parents to update their details online:
- Where is my nearest food bank?
Where can I get extra support and help?
For more information about community Coronavirus support groups in your area, and how to get involved, visit your local council’s website:
- West Oxfordshire District Council
- Cheltenham Borough Council
- Cotswold District Council
- Gloucester City Council
- Stroud District Council
- Swindon Borough Council
- Tewksbury Borough Council
- Wiltshire Council
- Wychavon District Council
Alternatively, many local community groups are being set up by volunteers in towns and villages, look out for information on this locally or visit:
You can volunteer to set one up if there is not already one in your area.
What are Cottsway doing to support local communities at this time?
We are providing financial support for local projects helping local communities during the Coronavirus pandemic.
I’m having issues with my housemate / neighbours - can I get help?
If you are experiencing difficulties living under the same roof as others, or if there are tensions with your street or community, please let us know.
We are working with independent specialists, Resolve Mediation and can refer you to their team of experts for additional, confidential support if required.
Resolve Mediation work with individuals and families to resolve conflict in the neighbourhood, family and workplace settings by helping people:
- come up with their own solutions to the problem(s)
- communicate in an open and positive way
- find a fair and practical solution
We are here to help. Please contact us
Is my local waste and recycling centre (council tip) open?
For latest information about waste and recycling centres (council tips), including open hours, what’s accepted and any changes to the service due to the Coronavirus pandemic, please see your local council’s website: