CORONAVIRUS: Our offices remain closed and we’re not yet able to take any new routine repair requests. For the latest information, please see our Coronavirus webpage

 Coronavirus FAQs

Frequently asked questions
(Updated: 8 July)

To try to help, we have answered some of the questions we are being most commonly asked during the Coronavirus pandemic. We will keep this page up to date as things change. 

Our office-based 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.

Your home

We are only carrying out repair work and home moves that can be done in accordance with government’s social distancing guidelines. Some services remain on hold for the safety of customers and staff. 

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

    We are currently carrying out:

    • Essential health and safety work such as emergency repairs, servicing and inspections
    • Outstanding external work – for example fencing, work to boundary walls, paving, roofing, guttering etc
    • Some outstanding routine internal repairs that were logged with us prior to lockdown.

    Given the circumstances it may take longer than usual for us to deal with non-emergency repairs, but please be reassured that we will contact you when we are able to carry out an outstanding repair at your home – there is no need for you to get in touch, unless the repair you have already requested is no longer required.

    At this time, we are unable to take any new routine requests and we will update this page when this changes.

    Important – if you are due to have a repair or other home visit please:

    • Let us know as soon as possible if you need to cancel the appointment for any reason.
    • Inform us in advance if anyone in your homes is experiencing any Covid-19 symptoms or is self-isolating so that we can rearrange your appointment.

    You can do this by:

    Thanks for your understanding.

    Find out more information about how we respond to repairs: Repairs and maintenance

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

    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. If this is not possible, they will wear a face covering.
    • Inform you when they have completed the work.

    If we are coming to carry out a repair or gas service, you will be asked to leave the room until the work is complete.

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

  • 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


    The local choice-based letting systems are now all open and taking bids. For more information about bidding and current arrangements, please visit your local scheme’s website:

    Confirmed offers of accommodation

    We have contacted everyone who had a confirmed offer of accommodation before the lockdown commenced to make arrangements for moving. This will need to be done in accordance with social distancing guidelines.

    Mutual exchanges

    If you have requested a mutual exchange (property swap), we will contact you at the start of July to process your application with you.

    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

  • 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 the latest 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.

    Our latest available properties are available on:

  • Will Cottsway be using the NHS test and trace service?
    Toggle accordion item

    Yes. If our staff or contractors have had close contact with you and they develop symptoms associated with coronavirus, they may pass on your details in accordance with the NHS test and trace service.

    Close contact is currently defined as:

    • Having face-to-face contact with someone (less than 1 metre away)
    • Spending more than 15 minutes within 2 metres of someone
    • Travelling in a car or other small vehicle with someone (even on a short journey) or close to them on a plane

    This new NHS service:

    • provides testing for anyone who has symptoms of coronavirus to find out if they have the virus;
    • gets in touch with anyone who has had a positive test result to help them share information about any close recent contacts they have had
    • alerts those contacts, where necessary, and notifies them they need to self-isolate to help stop the spread of the virus.

    For more information see: NHS test and trace: how it works

Money concerns


Other support

New rules on staying alert and safe (Easy read)

The Government's new rules on what we can and cannot do during the Coronavirus pandemic explained (from Easy Read Online)

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