CORONAVIRUS: Most of our services have now resumed. However, our offices remain closed and staff are working remotely so apologies if you hear some family noise in the background when you call us. For the latest information, please see our  Coronavirus webpage

Coronavirus - our latest service update

Our latest service update
(28 August)

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.

  • Repairs and maintenance
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    We are now carrying out a full repair service, but you may need to wait a little longer than usual for a routine repair to be completed as our teams are working on clearing a backlog of work.

    Some larger maintenance work such as installing new bathrooms, kitchens and heating systems may remain on hold for the time being.

    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 home is experiencing any Covid-19 symptoms or is self-isolating so that we can rearrange your appointment.

    You can do this by:

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

  • Home visits
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    If we have to 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. 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: 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 now underway, including mutual exchanges. 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 is back underway on all our development sites. If you have registered an interest in one of our properties, we will be in touch.

    View our latest properties: I want to buy

  • 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.

  • Community support
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    We remain committed to supporting all our customers. If you have any concerns about your tenancy during this time, please do not hesitate to get in touch.

    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 support several local Coronavirus support groups.

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

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