CORONAVIRUS: We are following the Government’s ‘Stay at home’ advice where possible. Due to the escalating number of Covid infections and higher transmissibility of the new variant of the virus, for the safety of our customers and staff we are postponing some of our services. For the latest information, see our Coronavirus webpage

Coronavirus - our latest service update

Our latest service update
(7 January)

Our offices remain closed and our office-based staff continue to work from home so apologies if you hear some family noise in the background when you call. The phone lines can be busy, but we will respond to your query as quickly as we can.

  • Emergency repairs and essential visits only
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    The third national lockdown was announced on 4 January 2021 and we are following the Government’s ‘Stay at home’ advice where possible.

    Due to the escalating number of Covid infections and higher transmissibility of the new variant of the virus, for the safety of our customers and staff we are postponing all routine repairs inside homes.

    We are continuing to carry out essential visits until further notice – these are visits that constitute a health and safety risk, including emergency repairs and gas servicing:

    • Emergency repairs - repairs that could cause danger to your health or safety, or serious damage to property.
    • Gas servicing - we have a legal duty to carry out this servicing. If you have a service booked, you must let us into your home so we can carry out this vital safety check. For more information, see: Gas and oil heating

    We are also continuing some other external work, such as fence repairs and painting, with safe working practices in place.

    Please only contact us if you have an emergency repair. We are unable to take any requests for routine repairs at this time.

    If you were due to have a routine repair carried out, we will be in touch as soon as possible to rearrange this.

    For more information on what is an emergency (or routine) repair see Repairs and maintenance.

    IMPORTANT! If you an emergency repair or gas service booked:

    Our staff will follow safety procedures if they need to visit your home. For more information see home visits.

    Please ensure that you:

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

    You can do this by:

  • Home visits
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    If we come into your home our staff will:

    • Clean their hands regularly including before and after entering your home (the latest government guidance advises regular handwashing rather than wearing gloves).
    • Always try to abide by social distancing guidelines.
    • Wear a face covering and you may be required to wear one too.
    • 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: Contact us

    NHS test and trace service

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

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

  • Home moves
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    Home moves are continuing to take place where possible, however mutual exchanges are postponed until further notice. Any property viewings will be carried out in accordance with social distancing guidelines and we will let you know how the move can proceed.

    Returning keys

    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.

    New builds

    Work on all our development sites will continue. If you have registered an interest in one of our properties, we will be in touch.

    View our latest properties: I want to buy

  • Garage applications
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    We are currently not taking any new applications for garages due to the pandemic. Latest updates will be added to:

  • Assisted decorating scheme
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    Our assisted decorating scheme, which provides decorating help for eligible customers who have a disability or are over the age of 70, is currently suspended and we are unable to take any requests for support. Latest updates will be added to:

  • Independent living schemes
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    To help stop the spread of Coronavirus, the onsite communal and guest rooms at the following Cottsway-owned schemes will remain closed to all users until further notice:

    • Caroline Court, Woodstock
    • Edington House, Witney
    • Evenlode Close, Charlbury
    • Queen Emmas Dyke, Witney
    • Ryegrass, Woodstock
    • Shakenoak, North Leigh
    • St Marys Court, Witney
    • Sunnyside, Eynsham

    Customers living at these schemes will still be able to use the onsite laundry facilities.

    We are being guided by the latest Government advice and our own risk assessments and we will let you know as soon as this situation changes.

  • Money concerns
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    If you are having problems paying your rent, we have a team of advisors who can offer telephone / email support to help with financial and benefits advice.

    Alternatively, you can contact Citizens Advice West Oxfordshire. All Cottsway customers can contact this branch, regardless of where they live, for free, independent and confidential advice.

    For the latest government guidance on what you may be eligible to claim see:

  • Making a payment
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    There are different ways to pay us, see: Make a payment

    Unfortunately, we cannot currently accept payments by cheque as our offices remain closed. However, we can take safe, secure payments over the phone.

  • Tenancy and welfare support
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    We remain committed to supporting all our customers. If you or someone you know who is a Cottsway customer is in need of tenancy or welfare support during this time, please do not hesitate to get in touch.

  • Community support
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    Local support groups

    For more information about community Coronavirus support groups in your area, and how to get involved, visit your local council’s website:

    Alternatively, many local community groups have been 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.

    Cottsway Community Fund

    We help local people, charities and voluntary groups improve local communities by offering grants of up to £5,000 and have helped several local Coronavirus support groups since March.

    For more information, and to apply, see: Community Fund

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