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Coronavirus – latest updates

You can find below the latest information on our response to coronavirus. We will update this page regularly and will also keep you informed of any new updates via email or letter and our social media channels.

The NHS COVID-19 app has now officially launched across England and Wales. The app has a number of tools to protect people, including contact tracing, checking into venues through an in-built QR code scanner, risk alerts by postcode, a symptom checker and test booking.

In order to stop infection rates rising and to keep each other safe, we're encouraging our staff and customers to download the app. Visit the NHS website for more information and download links.

The majority of our services have now restarted following lockdown. We thank you for being patient as we got our services back up and running following eight weeks of lockdown.

We will continue to be in contact and update this page as more services resume or if services are impacted by further restrictions coming info place.

Repairs and appointments

You can now report new repairs jobs to us. Please note that due to high volumes of repairs work being carried out, it may take slightly longer than usual for new appointments to be booked in. We thank you for being patient while we get our responsive repairs service back up and running.

Please report any new repairs jobs to us by visiting our repairs webpages.


As our services resume, we will contact you in advance so you know what you can expect from us to keep you safe and what you need to do so our staff can work safely.

If, for any reason, you do not want work in your home to go ahead - for example if you have symptoms or are shielding - please let us know and we will reschedule it wherever possible.

Where work is required to keep your household safe, we will work with you to find way to carry out the work as safely as possible.

COVID-19 risk assessments

As part of the process of restarting some of our services, we've undertaken risk assessments to identify potential hazards and outline what measures we're putting in place to keep our staff and customers safe. You can view these on our COVID-19 risk assessments webpage.

We have now reviewed our service charges for the lockdown period as during this time some of our services had to temporarily change or stop. As such, some service charges will be reduced. Find out more on our service charges webpage.

We have recently updated our privacy notice to reflect the requirements of the Government's 'Test and Trace' programme. 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 this programme. You can find details of this on the government website.

Our offices and customer reception desk remain closed until further notice. Our office-based teams are all working from home and our customer support lines are open.

For information on changes to ground maintenance services, please visit our grounds maintenance webpage.

We understand this is a challenging time for our customers affected by coronavirus.

We will work with you to ensure no one loses their home as a result of the coronavirus pandemic.

If you have any concerns about paying your rent due to coronavirus:

  • first, check the Understanding Universal Credit website to ensure you are claiming for the benefits that you may now be entitled to, since the recent Budget announcement. This page will be updated regularly.
  • If you still have concerns about paying your rent please speak to our customer support team on 01225 715 715 who can then put you in touch with your account manager. They can then advise you based on your individual circumstances.

For more information about changes to benefits in light of coronavirus, visit our web-page.

Government advice about moving home has changed. People who wish to move home can now do so, however those who are shielding or who are particularly vulnerable should be aware of current medical advice and seriously consider any risk to their health. You can read the government's full advice on moving home during coronavirus here.

This change applies to any tenants seeking to transfer or end their tenancy. Find out more about ending a tenancy here.

Do we have your correct email address and mobile number?

We want to make sure we can contact you quickly if we need to about any changes to our services. Please take a moment to:

  • Check or add your email address and mobile phone number in MyAccount.
  • Call customer support to check or update your contact details on 01225 715 715.
  • Or, complete the secure form below:

Update your email and phone number

Service charges reduction

Read more about changes to our service charges following the lockdown period.

COVID-19 risk assessments

See what measures we're taking to reduce risk and keep our staff and customers safe as we restart some services.

Changes to benefits

In light of coronavirus, there have been some changes to benefits to help support people through the pandemic.

Financial support: consumer credit

The FCA have issued measures to provide support for those who have faced financial difficulty due to the coronavirus pandemic.

NHS information and advice

Latest government advice

Local council information and resources

Wiltshire council advice

Wiltshire Council Community Groups COVID-19 Toolkit

Wiltshire Council Wellbeing Hub

Somerset County Council latest advice and information

B&NES coronavirus information

Frome community support leaflet

Melksham Community Response Hub

Benefits and support schemes

Coronavirus and claiming benefits

Universal Credit

Turn2Us benefits support page & benefits calculator


Free school meals voucher scheme

Coronavirus Self-employment Income Support Scheme

Energy vouchers for prepayment meters

Warm and Safe Wiltshire

Mental health and well-being

COVID-19: guidance for the public on mental health and wellbeing

Coronavirus: How to protect your mental health

BBC News

Active Communities resources

Wiltshire Council

Thank you for being patient as we restart services, you can now report new repairs to us . For the latest updates, visit ourcoronavirus information page.