Coronavirus (COVID-19)

Latest information about our services

Updated 02.10.2020

Throughout the pandemic our teams across the Wales & West Housing Group have focused on keeping our residents, staff and contractors safe and help control the spread of the virus through our carefully considered service delivery.

The welfare and wellbeing of all our customers is our priority, we have introduced new temporary services to help those within our communities including regular phone calls to those who are vulnerable, elderly or simply lonely. Our staff within our communities are helping support our residents whenever wherever they can.

Most of our staff are working from home but they are working hard to ensure we can deliver the best service we can to our residents and communities.

Restrictions are being lifted according to the traffic light system outlined in the Welsh Government’s roadmap for moving out of lockdown.

As soon as we are allowed to resume services we will do so. We are working hard to be ready and do things safely which may mean it is different, but we will ensure quality work is carried out in a safe and controlled manner. 

Our 24-hour Customer Service Centre and Emergency Alarm centre remain open and fully operational. Please only report repairs which are an emergency or urgent at this time and we are aiming to do these as quickly as possible, prioritising those people who are elderly or vulnerable. If you are struggling to cope or know of someone that is, please contact the Customer Service Centre on 0800 052 2526.

Protecting yourself and others from coronavirus

Please continue to follow Welsh Government guidance around social distancing, washing hands regularly and meeting other households. 

If you or anyone in your household are shielding or showing symptoms of the virus, please ensure you inform us when you are reporting your repair so we can take all the necessary precautions. 

Coronavirus symptoms 

All individuals should self-isolate if they develop at least one of the following coronavirus symptoms: 

  • a new continuous cough
  • a high temperature
  • a loss or change to your sense of smell or taste (anosmia)

Everyone in Wales with symptoms can now book a coronavirus test.


Welsh Government has advised landlords and estate agents that they may now resume supporting house moves, where the property has been vacant for at least 72 hours.

Wales & West Housing will restart our lettings from 6th July where the property is vacant following our new health and safety protocols in line with Welsh Government guidance.

We will start with those properties which people have already been offered but where we could not facilitate the move due to Covid 19, and those suitable vacancies which are needed urgently by our Local Authority partners to assist with their need to focus on alleviating homelessness and facilitate move on for people living in temporary accommodation.

Safety will be our top priority. We have produced detailed step by step guidance to enable the us to let our properties safely for all concerned. The recommencement of this service will be carefully considered and coordinated in order to mitigate risk of transmission of the virus.

We can now facilitate mutual exchanges safely. Please view our guide to mutual exchanges.

Moving In leaflet

Moving Out leaflet


We will be delivering essential works and safety checks to your homes in line with the latest guidance from the Welsh Government. These emergency repairs and essential safety checks, if not completed, could cause significant damage to your home or risk your safety (such as checks of gas boilers and fire detectors).

We are still prioritising emergency repairs, but please contact our Repairs Service on 0800 0525256, if you have any repair concerns.

Any works undertaken will be following strict health and safety protocols in line with the latest advice, including the use of face coverings, to protect both you and our staff. Please follow all health and safety guidance given to you by our teams and respect our operatives. Our staff will follow the guidance on physical distancing in the workplace and we ask that you also follow coronavirus social distancing guidance while they are working.

If you or anyone in your household are shielding or showing symptoms of the virus please ensure you inform us when you are reporting your repair so we can take all the necessary precautions.

Our Customer Service Centre is currently experiencing a high volume of calls due to COVID-19. Please bear with us and your call will be answered as soon as possible. Remember that you can pay for your rent online

Public use of face coverings

From Monday 14 September 2020, face coverings are mandatory in indoor public spaces in Wales, like shops. Under 11s and people with health conditions are exempt. Please follow Welsh Government rules and guidance.

Three-layer face coverings became compulsory for everyone travelling on public transport in Wales from Monday 27 July. This includes buses, trains and taxis.

The most effective way to protect yourself and others from infection is still to follow social distancing rules, avoid touching surfaces and your face, and wash your hands regularly, as outlined in Welsh Government advice.

The updated advice on face coverings applies only to people who are asymptomatic. Anyone with symptoms of coronavirus should be self-isolating.

Paying your rent

If you are affected by the Coronavirus and you are worried what this might mean financially, we are here to listen, advise and support you where we can.

No-one will lose their home because they cannot pay their rent due to the virus but you do need to contact us early and we are ready to help with advice and support. Contact your Housing Officer or the Customer Service Centre on 0800 052 2526.

Letter to all social housing tenants in Wales from Julie James AM, Minister for Housing and Local Government

Welsh Government: Support available if you are a tenant living in Wales-COVID-19

Elderly and vulnerable residents
We are contacting residents who we believe may need extra help at this time, the elderly or those with health conditions that mean they are at greater risk, to see what we can do for them.

If you are struggling to cope or know of someone that is, please contact the Customer Service Centre on 0800 052 2526.

Our teams have lists of support services which may be able to help at this time – please speak to your Housing Officer for more information.

Who can help? COVID-19 support groups

We are here to help when we can and across the country organisations and armies of volunteers are working together to provide help and support for vulnerable people and families, who are in self-isolation.

Here is a list of some of the services, who may be able to help.

Our offices

Our receptions are closed to all but essential visitors and the majority of our staff are working normally, just from home.

We will be continually reviewing the situation and will update this page and our social media platforms accordingly. Thank you for your understanding.

Caerphilly County lockdown

If you live in Caerphilly County Borough Council please follow Welsh Government updates for details of local lockdown restrictions

Rhondda Cynon Taf lockdown

If you live in Rhondda Cynon Taf County Borough Council please follow Welsh Government updates for details of local lockdown restrictions

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