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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 Housing Minister has written to all social housing residents in England.

You can read the letter here. It has information on what you can expect from us as we prepare to restart services in line with the latest government guidance.

Following the government's announcement of the first cautious steps to modify lockdown measures, we are carefully reviewing all of the guidance and planning for our services to restart safely. Our priority is protecting the safety and wellbeing of our customers and staff.

Please bear with us while we take the time needed to adapt ways of working in line with the new guidance and prioritise work following eight weeks of lockdown. We will continue to be in contact and update this page as and when our services restart.

Essential services that have been maintained throughout lockdown will be continuing throughout this time.


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 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.

While we review the latest government guidance, we will continue to carry out services that are emergencies only, to help reduce the spread of the virus.

If you have a genuine emergency, call us on 01225 715 715. Please only call us if you need to report an emergency. This means if there is an immediate risk to your safety or your property, for example, extreme flooding, fires or damage made by intruders. First, dial 999 if needed. Once safe, call us on 01225 715 715 to discuss next steps.

You can find more information and tips on our repairs webpages.

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 still open. However, you may experience longer than usual wait times as we help our most vulnerable customers. So, if you can, please refer to our website for the latest information.

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 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.

At present, we are not accepting any new mutual exchange applications, as these require significant access to customers' homes. We will keep this decision under review as lockdown measures are eased further.

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

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

BBC resources - 'Coronavirus: what should I do'

Local council information and resources

Wiltshire council advice

Wiltshire Council COVID-19 Community Groups Directory

Wiltshire Council COVID-19 Community Pack

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

For the latest information about changes to our services, visit to ourcoronavirus information page.