TEXT MESSAGES: Where we can, we’re using texts rather than letters to contact customers. Find out more

CORONAVIRUS: We've resumed most services, although there may be a delay due a backlog of work. For the latest information, see our Coronavirus webpage

Coronavirus - our latest service update

Our latest service update
(19 July)

We have partially re-opened our offices for some staff, but our reception area remains closed. See the information below for more details on our services.


  • Repairs and gas services
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    Our full repairs service has resumed, but we are working through a backlog of outstanding routine repairs logged with us prior to lockdown so it may take us longer than usual to deal with non-urgent requests.

    You can request a routine repair online.

    If you are experiencing an emergency or your repair is urgent, please contact us on 01993 890000 or 0800 876 6366 out-of-hours.

    For more information on what is an emergency, urgent or routine repair see: Repairs and maintenance

    If you have requested a repair

    We will contact you to let you know when we can carry out the work:

    • You'll receive a text or other notification with a provisional booking date
    • We'll contact you again closer to the time of your scheduled booking to confirm arrangements – there’s no need for you to get in touch with us unless you need to cancel or re-arrange the appointment for any reason.
    • Texts will show the sender as ‘Cottsway’.

    Please bear with us during the busy weeks ahead and thanks for your patience and understanding.

    Gas services

    We have a legal duty to carry out gas services. 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


    If anyone in your home is experiencing Coronavirus symptoms or self-isolating, please call us in advance on 01993 890000 to rearrange your appointment. Our staff will follow safety procedures when they come to your home. For more information see home visits below.

  • Home visits
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    Following the easing of restrictions on 19 July, if we need to come into your home our staff will continue to:

    • Clean their hands regularly including before and after entering your home (government guidance advises regular hand-washing rather than wearing gloves).
    • Follow social distancing.
    • Wear a face covering and we encourage you to do the same for everyone’s protection.
    • 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.

    Mutual exchanges have resumed. If you have requested a mutual exchange, we will contact you as soon as possible.

    Any property viewings will be carried out in accordance with social distancing guidelines and we will let you know how the move can proceed.

    New builds

    Work on all our development sites continues. 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. Latest updates will be added to: Apply for a garage

  • 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, has now resumed. See: Help with decorating and gardening

  • 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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