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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.

Last updated: 1 April 2021

When the third national lockdown was announced in January in response to high coronavirus infection rates, we decided to pause and adapt some services to minimise contacts for our customers and staff.

We have continued to carry out the majority of our services, working with strict COVID-secure guidelines.

Now that the vaccination programme is progressing and cases of coronavirus are lower, we're working hard to fully restart the services which were paused or adapted. We are doing this in a safe, phased way, in line with the government's roadmap out of lockdown.

In preparation for restarting our full services, from 29 March we are working through over a thousand routine repair jobs which were postponed from January and February. If you are affected, you should have already been contacted by text message with a new repair appointment date.

From 12 April, you will be able to report new routine repairs to us via our repairs webpages or by calling 01225 715 715. In the meantime please only report emergency repairs, where there is a danger to yourself or your home.

We will continue to update this page with information about our services. If you have any questions, please contact us by email at or call us on 01225 715 715.

Thank you for your patience and understanding.

Following the government’s announcement of a third national lockdown, we have made some temporary changes to the services we carry out in your home.

We would like to reassure you that many of our services continue during this third lockdown, because we already have strict safety measures in place to keep our customers and staff safe. These include lettings, emergency repairs, external works and defect works in our new build homes, along with many other services.

We’ll continue to monitor this and if we need to make any further changes to our services, we’ll let you know.

What are the changes?

To keep our customers and our staff safe, we will currently only visit your home for the following reasons:

  • Emergency repairs such as a major leak
  • Essential safety services such as gas boiler servicing and electrical system testing
  • External works such as fencing
  • Planned works such as boiler replacements, fuel switches, electric heating replacements, kitchen and bathroom refurbishments – if you are happy for these works to go ahead.

We will temporarily stop doing routine repairs, to reduce the need for staff to visit your home while there is a lockdown and with coronavirus cases rising.

If you already have a routine repair booked in January or February, we will contact you to cancel the appointment or make arrangements if it cannot wait. Any cancelled repairs will then be rescheduled when our full repairs service can restart.

If you have a new, routine repair, please do not call us about this yet, but wait until we let you know that our full repairs service has re-started. If you are not sure if a repair is an emergency or routine, please call us to check on 01225 715 715.

If you wish to postpone or rearrange an appointment for planned works such as kitchen refurbishments or boiler replacements, or have any concerns, please call our customer support team on 01225 715 715 or email

If something in your home needs repairing, check our repairs tips and advice pages for guides on how to fix common problems, in case the issue is something you are able to repair yourself.

Our safety measures

We will continue to follow the strict safety measures we already have in place, in line with the government's Covid-secure guidelines.

When carrying out works in your home, our staff will arrive wearing a face covering and will keep a safe distance of at least two metres at all times. Our staff will clean all surfaces and touch points as they leave your home.

Why are we making these changes?

With a new coronavirus variant and cases rising, we are making temporary changes to some of our routine services that can involve staff entering several different homes. This will minimise contacts for our customers and staff.

These are temporary changes and we will let you know when our full services return.

Many of our services can continue to operate during this third lockdown, because we already have strict safety measures in place to keep our customers and staff safe, in line with the government’s Covid-secure guidelines.

What we must ask of you

To help keep everyone safe, we must ask you to:

  • If you have work booked, or live in an apartment block or sheltered scheme, tell us if you or any of your household are self-isolating, have tested positive, or are awaiting a test result.
  • When our staff are working in your home, all of your household must stay in a different room for the entire visit. In the rare situations where this is not possible, we ask that you wear a face covering while our staff are working.
  • Follow the ‘hands, face, space’ guidance at all times.
  • Let us know if you are shielding.

Thank you for your cooperation.

Our customer reception desk remains closed until further notice. However, most of our services are operating normally, with office staff working from home and community teams delivering services, following Covid-secure guidelines. Our customer support team are still available to take your enquiry.

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.

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. 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.

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


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