New measures in place from 5 November

New measures are now in place to help protect people, prevent the spread of Covid-19 and support businesses and employees.

The government has produced guidance setting out the new measures, which includes how we all should stay at home if we can and only leave home for specific reasons, such as:

  • For childcare or education, with schools, colleges and universities remaining open.
  • For work, where your place of work remains open and you cannot work from home.
  • To exercise outdoors or visit an outdoor public place, with the people you live with, your support bubble, or one other person from another household.
  • For medical reasons, like appointments, emergencies or to avoid or escape risk of injury or harm, such as domestic abuse.
  • To shop for basic necessities like food and medicine, although this should be done as infrequently as possible and please try to avoid bulk buying of items other residents will need.
  • To visit members of your support bubble or to provide care for vulnerable people.

Certain businesses must also close, including all non-essential retail, indoor and outdoor leisure facilities like gyms, swimming pools and theme parks, entertainment venues like cinemas and galleries and personal care facilities like hair and beauty salons.

A range of additional support is available for businesses and employees and is listed below.

Community helpline 

Community helpline number: 0300 200 1008. Opening hours: Monday to Friday, 9am to 5pm. SMS: 0786 0053 465 for deaf and hearing impaired residents only (Monday to Friday 9am to 5pm).

Coronavirus help and advice contacts 

Download our coronavirus help and advice information leaflet.

If you need to contact us, please submit a contact us form, contact customer services or call 01883 722000 Monday to Thursday 8.30am-5pm, Wednesday 8.30am-4pm, Friday 8.30am-4.30pm. Outside these hours, please call this number in an emergency only.

Due to the new restrictions, we will be operating an emergency appointment only system for our reception in the Council Offices. This means you can only enter the Council Offices if you have an appointment about something which is an emergency and can’t be dealt with over the phone or by e-mail. To make an emergency appointment, call 01883 722000 or e-mail

Sign up to keep up to date

Please sign up to receive regular e-mail updates straight to your inbox. Read our latest:

Coronavirus figures and statistics

Please check out the latest Surrey COVID-19 weekly intelligence summary. This gives you the numbers of COVID-19 cases in Surrey broken down by borough and information on the R number.

Community helpline

Community helpline number: 0300 200 1008 (Monday to Friday, 9am to 5pm). SMS: 0786 0053 465 for deaf and hearing impaired residents only (Monday to Friday 9am to 5pm). 

This community phone line is to

  • To help direct residents who need support, such as picking up shopping, prescription collections or having someone who can be a telephone friend, to services who can help.
  • To provide advice on where to register your offer of help to support your community.

The helpline can not provide public health advice or answer enquiries relating to council services. Get the latest guidance about community support from Surrey County Council.

Advice and guidance for shielded and vulnerable residents

The government has updated its guidance for people shielding from COVID-19

If you are over 60 or clinically vulnerable, you could be at higher risk of severe illness from coronavirus. You:

  • Should be especially careful to follow the rules and minimise your contacts with others.
  • Should continue to wash your hands carefully and more frequently than usual and maintain thorough cleaning of frequently touched areas in your home and/or workspace.

People with specific serious health conditions, who are defined as clinically extremely vulnerable to coronavirus should stay at home as much as possible, but are encouraged to go outside for exercise.  They should also work from home, if possible. If you cannot work from home, you are advised not to go to work and may be eligible for Statutory Sick Pay (SSP) or Employment Support Allowance (ESA). The full guidance is available and the government will write to everybody who is clinically extremely vulnerable to set out detailed advice while the new restrictions are in place.

Looking after your mental health and wellbeing

The government guidance gives advice on how shielded and vulnerable residents can look after their mental health and wellbeing during the COVID-19 pandemic. The Every Mind Matters website and NHS mental wellbeing audio guides give information on how to manage anxiety.

If you feel you need to talk to someone about your mental health or you are looking for more support for someone else, we would urge you to speak to a GP and seek out mental health support delivered by charities or the NHS.

NHS volunteer responders

 If you, or someone you know, needs a hand with collecting shopping or prescriptions, or just wants someone to talk to, our NHS Volunteer Responders are here to help - even if it’s just for a friendly chat.

Call 0808 196 3646 or visit NHS Volunteer Responders.

Help is available, if:

  • You have a medical condition which makes you vulnerable to COVID-19.
  • You are over 70.
  • You are pregnant.
  • You have a disability.

How can I sign up to volunteer to help support the community?

Tandridge Voluntary Action (TVA) is registering a pool of potential volunteers to support the local community. The support may include activities such as:

  • Providing practical support to older people and other vulnerable groups affected by COVID-19 e.g. shopping.
  • Checking in with people over the phone.
  • Supporting the running of food banks and community meal providers.
  • Driving - to transport people and supplies.
  • IT advice for voluntary organisations and individuals about communicating online.
  • Administrative support - helping organisations to change the way they deliver services and contact people in need.

To register your interest to be a volunteer, visit TVA's website or call Julia 07741 657190.

If you are a charity and need more volunteers to support you, call Helen 07741 657182.

If you want more information about the Befriending scheme, call Lucy 07796 307286.

For a general enquiry, contact Tandridge Voluntary Action.

Community initiatives for vulnerable people 

Parish based and district wide voluntary groups are offering support to the most vulnerable in our community.  To help you or someone you know access this support, we have compiled an online directory with contact details.

Someone to talk to

We have compiled a list of organisations you can contact if you need someone to talk to, whether it’s about debt and money advice, child services, drug and alcohol help or other support.

Financial help for Bletchingley residents

Residents in Bletchingley suffering financial difficulties as a result of COVID-19 can get help from a fund set up by Bletchingley Parish Council, Bletchingley United Charities (BUC) and Bletchingley Parish Church. The fund provides residents with vouchers and cash donations to help buy food or pay utility bills.

Bletchingley residents who would like access to the fund should contact David Martin, Chairman of BUC on 01883 743144 or Reverend Phaedra Pamphilon-Green on 01883 743252. Please also use these contact details if you would like to donate to the fund.

Financial help for Caterham, Chaldon and Oxted residents

Financial help is also available for residents living in Caterham, Chaldon and Oxted suffering financial difficulties during the pandemic.

A Caterham and Chaldon Hardship Fund, set up by Chaldon Cares, offers one off donations of up to £200 to help struggling residents get through the next few weeks.   

Chaldon and Caterham residents who would like access to the fund will need to complete a short application, available by e-mailing or by calling 01883 336631. If you would like to make a donation to the fund, you can make a contribution online.

Single parent families affected by the coronavirus living in the RH8 and adjoining postal areas can also access grants, which don’t usually exceed £250, from the Oxted Rotary Club’s Community Grant Scheme, to help with living expenses.

If you’d like to apply, e-mail Oxted Rotary with ‘Send application’ in the subject line, contact Stella Clare at Tandridge Voluntary Action on 01883 722593 or e-mail Tandridge Voluntary Action.

Covid-19 Business Grants available for closed businesses from 5 November 2020 to 2 December 2020 (updated 23/11/20)

Local Restriction Support Grant

Businesses required to close due to national restrictions may be eligible for the following Local Restriction Support Grant:

• Properties with a rateable value of £15k or under could be eligible for grants of £1,334 every four weeks.
• Properties with a rateable value of over £15k and below £51k could be eligible for grants of £2,000 every four weeks.
• Properties with a rateable value of £51k or over could be eligible for grants of £3,000 every four weeks.

Details of businesses subject to restrictions or closure and those able to remain open are available on pages 29 to 32 of the government's regulations. 

To apply for the grant, please complete an application form.

Additional Restrictions Grant

A discretionary one-off payment through the Additional Restrictions Grant is also available to some businesses severely impacted, but not forced to close, by Covid-19. 

To check whether you are eligible, please refer to our scheme before completing an application form.

Support for the self-employed

The Self-Employment Income Support Scheme will be extended until April 2021, in the form of two grants, each available for three month periods. Eligible self employed people will now receive a taxable grant, covering 1 November 2020 to 31 January 2021, calculated at 80 per cent of three months' average trading profits, paid out in a single instalment, capped at £7,500 in total.

Payments will also be made more quickly, with the application window now opening on 30 November, rather than 14 December as previously stated.

The second grant will cover a three-month period from 1 February 2021 until 30 April 2021 and the level of this second grant will be reviewed by government and confirmed in due course.    

You will only be able to access this scheme through GOV.UK. If someone texts, calls or emails claiming to be from HMRC, saying that you can claim financial help or are owed a tax refund and asks you to click on a link or to give information such as your name, credit card or bank details, it is a scam.

Hardship relief

If your business does not qualify for financial support and is affected by COVID-19, we do have the discretion to give hardship relief. Please complete our application form.

What support is there for businesses affected by Covid-19? (Updated 5/11/2020)

Bounce Back Loan Scheme extended
The Bounce Back Loan Scheme has been extended, to help smaller businesses access finances more quickly. The scheme has been extended until 31 January 2021 and helps small and medium-sized businesses borrow between £2,000 and up to 25% of their turnover, with the maximum loan available at £50,000. Details on eligibility and how to apply can be found on GOV.UK.

Claim for wages through the Coronavirus Job Retention Scheme

The Coronavirus Job Retention Scheme, known as the furlough scheme, which was due to end on 31 October will now remain open until 31 March 2021. Under the scheme, eligible employees will receive 80% of their current salary for hours not worked, up to a maximum of £2,500.

Her Majesty's Revenue and Customs is administering the scheme and has published a step by step guide for employers.

The Job Support Scheme, which was due to replace the Coronavirus Job Retention Scheme, will now come into effect when the Coronavirus Job Retention Scheme ends.

Businesses support finder
The government's online platform can help businesses easily access the financial support they are eligible for during the Covid-19 pandemic. Businesses may be eligible for loans, tax relief and cash grants and by filling out a simple questionnaire, the business support finder will signpost business owners and the self-employed to relevant government financial support.

Business support from Coast to Capital’s Growth Hub 
Coast to Capital Growth Hub advisers are available to businesses for initial telephone discussions and signposting for specialist financial advice. Businesses should contact the Coast to Capital Growth Hub via e-mail or visit their Business Support page. More information about their operational response can be found here.

Business Improvement Districts (BIDs)
Contact either the Caterham Business Improvement District (BID) and the Oxted Business Improvement District (BID) for additional information and support.

Will my recycling and rubbish collections be affected?

As there is an increase in the amount of waste being collected in the district, some waste collection services may take longer. If your bin has not been emptied, please keep it at the edge of your property. If your bin has not been emptied, please keep it at the edge of your property.

Sign up to receive our recycling and rubbish collection updates straight to your inbox.

Thank you to the majority of residents who are doing everything they can to dispose of their waste properly. To minimise delays, follow this guidance:

  • Don’t park your car so it blocks the access to the road. Our collection vehicles and emergency vehicles need to easily access your road.
  • Put your bin out by 6am and leave it out till it’s been emptied.
  • Put it at the edge of your property, not on the pavement or in the road.
  • Put food waste in your green food caddy, do not put it in your rubbish bin.
  • Compact your recycling as much as possible to maximise space.
  • Excess rubbish on top of or down by the side of your black wheeled rubbish bin will not be collected.​
  • Bin crews are working hard to keep this essential service going. If you see them, please let them know you appreciate what they’re doing and give them a wave or a smile but please maintain a distance of at least two metres.

Recycle right and reduce your waste

  • Put the right items in the right bins. Use the Surrey Recycles search tool to find out what goes where. 
  • Reduce your waste as much as possible. Could you use an alternative reusable item, or use something again instead of throwing it away? Read these tips on how to reduce the amount of waste.
  • Don’t buy more food than you need and remember to freeze it if you can’t eat it before the use by date. Use up leftovers rather than throwing them away. Check the recipe page for ideas.
  • Start composting at home. Buy a compost bin at a reduced rate or for those wanting to compost all their food waste, food waste digesters are also available.

What do I do with my waste if I’m self-isolating?

The government has advised anyone who is self-isolating with symptoms of coronavirus (COVID-19), including those with a diagnosis of the virus, should treat their household waste as follows:

  • Personal waste ­­– eg. used tissues and disposable cleaning cloths can be stored securely within disposable rubbish bags. These bags should be placed into another bag, tied securely and kept separate from other waste within your own room. This should be put aside for at least 72 hours before being put in your usual external household waste bin.
  • Other household waste can be disposed of as normal.

The advice also says when cleaning you should use your usual household products, like detergents and bleach, as these will be very effective at getting rid of the virus on surfaces. Clean frequently touched surfaces.

For more information, read the government’s stay at home guidance for people with confirmed or possible coronavirus (COVID-19) infection.

Community Recycling Centres

The Caterham CRC in Chaldon Road is open every day from 8am to 4pm, except Thursday when the CRC is closed. It will currently accept black bag waste, bulky waste, green waste, paper and cardboard, wood and metal.

The Warlingham CRC in Bond Road is open Thursday to Saturday from 8am to 4pm and is currently accepting paper and cardboard, wood, metal, small electrical white goods, batteries, TVs, green waste and textiles.

Due to the size and location of Warlingham and Caterham CRCs, long queues could form on surrounding roads.

The Earlswood CRC in Redhill is open and it accepts more items than the Caterham and sites. It is open every day and at the weekend from 8am to 4pm

Please follow these steps to successfully dispose of your waste at the centre:

  • Only visit a CRC if you absolutely need to. Visit before you leave to see if there are any service updates.
  • One person should drive to the centre because only one person can get out of the car once they’re inside the CRC.
  • Only bring black bag waste and/or garden waste to the Caterham CRC. These items are the most popular and they can be disposed of safely and quickly.
  • Please be patient. We expect there will be traffic queues at the CRC.
  • Arrive by car. 
  • If you can’t carry it, don’t bring it. CRC staff can’t help you unload your waste.

Please store all other items you would normally take to a CRC at home until they can accept a wider range of materials, please don’t put them in your bins or have bonfires.

You may like to consider giving unwanted clothes, shoes and household goods to charity when they re-open. Do not leave anything outside closed charity shops as this is also flytipping.

Can I have a bonfire to dispose of my waste?

Residents across the district are being asked to think of others and to not light bonfires to dispose of their waste. Bonfires create smoke, cause air pollution and prevent people from being in their gardens and can have a bigger impact at this time.

Coronavirus is known to cause serious respiratory problems, which could be made much worse if the sufferer is exposed to smoke from bonfires.

Bonfires can also become out of control or cause accidents, creating extra pressure on the already busy emergency services.

Please think of others, compost your garden waste where possible, and store your rubbish for disposal when the current emergency is over, rather than burn it.

I'm having a spring clean, what do I do with my additional rubbish?

If you decide to have a spring clean while you’re at home, don’t put everything in the bin straight away, please wait until normal service resumes. To ensure your rubbish and recycling is collected, please don’t put items in your bins, which should be taken to a community recycling centre.

You may like to consider giving unwanted clothes, shoes and household goods to charity when they re-open. Do not leave anything outside closed charity shops as this is fly tipping, which is illegal dumping and a crime.


We appreciate options for disposing of your waste are reduced now, but please don’t be tempted to dispose of your waste elsewhere in the district, this is flytipping.

Flytipping is against the law and those convicted face fines of up to £50,000 or up to five years’ imprisonment, as well as other potential penalties.

Some flytips are from commercial waste collected outside of the district and dumped here because it is cheaper than taking it to a commercial waste depot, or waste is flytipped because the waste carriers aren’t registered and don’t have a licence. Some incidents of flytips being reported in the district has nothing to do with the current national lockdown.

These are ways you can help us stop flytipping in the district:

  • If you come across a flytip, please report it or contact customer services
  • If you’re concerned a company isn’t disposing of waste correctly, call the Environment Agency on 0800 80 70 60 or report it to Crimestoppers.
  • Don’t give your waste to anyone not registered. If it is later found flytipped you will have committed an offence and face a fine.

Our bulky waste collection service

Our bulky waste collection service can take your large items which cannot be reused or recycled. We can’t collect bagged rubbish which can be put in your household’s rubbish collection.

For a subsidised rate of £33.20, residents can have up to three large or bulky household items, such as washing machines, fridges, freezers, mattresses, beds and sofas, collected from outside their homes. The service is free for those on certain means-tested benefits. Some restrictions apply:

  • Items must be at the edge of the property for collection. They cannot be collected from sheds, garages or from inside the home.
  • The service is limited to two collections a household each year and is for disposal of items you would take with you when moving home.
  • It does not dispose of items such as carpets, concrete, double glazed windows, fencing, kitchen units or water and oil tanks.

Call Biffa on 01883 712333, Monday to Friday between 9am and 5pm, to arrange a collection or for more information. 

How do I keep up to date with all these changes?

To be kept up to date on our recycling and rubbish collection service, sign up to receive our recycling and rubbish e-newsletter.

If you need to contact us about your bin collections, please use our online links if you can to free up the phone lines for people without access to the internet. 

To be kept up to date, please:

Will you stop providing any of the council services?

We are putting plans in place to ensure our services continue to be delivered and we are prioritising the critical services we deliver.

Services that have reopened

  • All our play areas are open. Parks and open spaces have always remained open and residents can visit their allotments as long as you are at least one metre apart from anyone outside of your household.
  • Skate parks, multi use games areas, tennis and basketball courts have closed and will reopen when the government guidelines allow.
  • Public toilets have all reopened.
  • Chaldon Road Community Recycling Centre in Caterham has reopened and accepts black bag waste, bulky waste, green waste, paper and cardboard, wood and metal. Pedestrians cannot currently walk into any of Surrey's Community Recycling Centres.
  • Warlingham Recycling Centre has reopened and is currently accepting paper and cardboard, wood, metal, small electrical white goods, batteries, TVs, green waste and textiles. Pedestrians cannot currently walk into any of Surrey's Community Recycling Centres.
  • The Westway Centre in Caterham is holding small group activities while maintaining social distancing.

Services that are closed or not available

  • Queens Park Pavilion in Caterham is closed.
  • Environmental Health and Licensing officers are not carrying out site visits, but are available by phone and e-mail to answer enquiries and give advice.
  • Information requests for personal data under the General Data Protection Regulation (GDPR) and the Freedom of Information Act 2000 or the Environmental Information Regulations 2004 may be affected.

Computers in our reception area

We are aware some residents use the computers in the council reception area to access the website for Universal Credit Claims. Due to the ongoing situation it is not possible to sanitise keyboards etc between each use and so we have taken the decision to remove these computers until further notice to safeguard our staff and residents.

If you are unable to access the website remotely from home you can call the Department for Work and Pensions (DWP) to claim Universal Credit on the freephone number 0800 328 5644.

Will the committee meetings still go ahead?

We are now holding virtual committee meetings.

Stay alert, control the virus, save lives

Find out what you can and can't do.

Do not leave home if you or someone you live with has either:

  • A high temperature
  • A new, continuous cough

Check the NHS website if you have symptoms

Pharmacy opening hours

Like many other frontline services, pharmacies are having to be flexible about their opening hours to ensure staff have time to rest and for the pharmacy to be cleaned. Find your nearest pharmacy.

Other advice

Social distancing for everyone and protecting vulnerable people

There is also useful and regularly updated information on the following websites.

How can I avoid catching and spreading coronavirus (COVID-19)? 

Everyone is encouraged to look after themselves and play their part in helping to slow the spread of viruses and germs, including coronavirus and reduce the impact on NHS services. Remember to:

  • Always carry tissues with you and use them to catch your cough or sneeze.
  • Bin the tissue and to kill the germs wash your hands with soap and water, or use a sanitiser gel – do this for at least 20 seconds. [See our guidance in the recycling and rubbish section about disposing of your waste if you have the virus or are self-isolating]
  • Always wash your hands when you get home or into work.

If you are struggling to pay your rent, we can provide some financial support which may help you if your income is reduced by illness, the need to self-isolate, job loss or a reduction in work hours.

Can you help me because I can’t pay my rent?

If you are experiencing financial hardship because of the COVID-19 pandemic there is additional support available through the benefit system. If you receive:

  • Housing benefit - please e-mail with a recent proof of income so your housing benefit can be updated.
  • Universal Credit (UC) - your monthly UC payment should reflect your change in circumstances. You should e-mail your work coach from your journal to explain the situation and also complete a change of circumstances form.
    This also applies to residents who are self-employed because the application rules and minimum income limit have changed because of the pandemic.
  • No current benefits - you need to see if you are eligible for and apply for Universal Credit.

You may be entitled to assistance with a discretionary housing payment if there is a gap between the amount of rent you have to pay and the amount of benefit you receive.

Please apply online using the links if you can to free up the phone line for people without access to the internet.

There is also useful and regularly updated information on the following websites.

Who can help me submit my claim?

The Citizens Advice Help to Claim service, can help you with your application online, or call 0800 144 8444 Monday to Friday 8am to 6pm.

You can also call the Department for Work and Pensions (DWP) to claim Universal Credit, if you can't submit your claim online, call 0800 328 5644.

I am worried I may be evicted from my home?

If you are worried about your housing situation, visit our homeless and need housing advice page and complete our self-help assessment or phone 01883 722000.

If you are struggling to pay your council tax, we can provide some financial support which may help you if your income is reduced by illness, the need to self-isolate, job loss or a reduction in work hours.

Can you help me because I can’t pay my council tax?

If you are experiencing financial hardship because of the COVID-19 pandemic, please contact us straight away, either e-mail, complete our contact us form or call 01883 722000 and press option 2.

You can apply for council tax support if you are unemployed or on a low income by completing this form and e-mail it to

Council tax COVID-19 hardship fund 2020/2021 – The government has announced a council tax hardship fund.  This will provide a minimum of £150 to reduce council tax for those of working age who receive help from the local council tax support scheme. If the current council tax amount due for 2020-2021 is less than £150, the amount would be reduced to zero.  Please apply online using the links above, to free up the phone lines for people without access to the internet.

Please be aware not everyone out there is trustworthy and some people will take advantage of this unusual situation.

Criminals are experts at impersonating people, organisations and the police. They spend hours researching you for their scams, hoping you’ll let your guard down for just a moment.

Stop: Taking a moment to stop and think before parting with your money or information could keep you safe.

Challenge: Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.

Protect: Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud.

Here are just some of the scams we are aware of, but please note criminals come in all shapes and sizes and can contact you at the door, by phone, post or online:

  • Be aware of people offering miracle cures or vaccines for coronavirus – there is no specific treatment for coronavirus (COVID-19). Treatment aims to relieve the symptoms until you recover.
  • Some scammers are claiming to be from health organisations such as the Centre for Disease Control, World Health Organisation or public health bodies. Do not respond to these emails or do as they request. Any requests for payment are a sign that this is a scam. Make sure you protect your personal data, too.
  • Home cleaning services.
  • People impersonating healthcare workers, claiming to be offering ‘home-testing’ for coronavirus – this is a scam and these kits are not currently available to buy.
  • E-mails saying you can get a refund on taxes, utilities or similar are usually bogus and they are just after your personal and bank details.
  • There are lots of fake products available to buy online saying they can protect you or cure coronavirus. These will not help and are designed to take your money.
  • There are new mobile phone applications which claim to give you updates on the virus but instead, they lock your phone and demand a ransom.
  • Your bank or the police will never ask for your bank details over the phone.
  • People offering to do your shopping or collecting medication and asking for money upfront and then disappearing. People who are genuinely trying to help will generally understand why payment on their return is a good idea.
  • Criminals may target residents working from home, pretending to be from IT departments to gain access to your personal and financial information. They may even ask you to download software onto your computer. Be wary of cold calls or unsolicited emails offering you help.
  • Cyber criminals are sending e-mails that claim to have a cure for the virus, offer a financial reward, or encourage you to donate. Once clicked, you may be sent to a dodgy website which could download viruses onto your computer, or steal your passwords.

Tips to avoid being scammed:

  • Be cautious and listen to your instincts. Don’t be afraid to hang up, bin it, delete it or shut the door.
  • Take your time; don’t be rushed.
  • If someone claims to represent a charity, ask them for ID. Be suspicious of requests for money up front. Check with family and friends before accepting offers of helps if you are unsure.
  • If you are online, be aware of fake news and use trusted sources such as or websites. Make sure you type the addresses in and don’t click on links in e-mails. National Cyber Security Centre has published guidance on how to spot the most obvious signs of scam emails, and what to do if you've already clicked.
  • Only purchase goods from legitimate retailers and take a moment to think before parting with money or personal information.
  • Know who you’re dealing with - if you need help, talk to someone you know.
  • Protect your financial information, especially from people you don’t know. Never give your bank card or pin to a stranger.

Contact information:

  • If you think you’ve been scammed, report it to Action Fraud on 0300 123 2040 and if you need advice, call the Citizens Advice Consumer Helpline on 0808 223 1133. If you are in immediate danger, contact the police on 999.
  • Contact your bank if you think you have been scammed.

To learn more about different types of scams and how to protect yourself and others, visit and complete the free online training.

Could you become a Scam Marshal?

A Scam Marshal is any resident in the UK who has been targeted by a scam and now wants to fight back and take a stand against scams. Scam Marshals do this by sharing their own experiences, helping others to report and recognise scams and sending any scam mail that they receive to the National Trading Standards Scams Team so that it can be utilised as evidence in future investigative and enforcement work. Visit for more information and to sign up.

I am worried about losing my home?

If you are worried about your housing situation, visit our homeless and need housing advice page and complete our self-help assessment, contact customer services or phone 01883 722000.

How do I self-isolate if I live with other people?

The government has produced advice on social distancing and self-isolation for everyone, including those who live together.

How will someone who is homeless self-isolate themselves?

The Council has plans in place to help anyone who is rough sleeping and needs accommodation to protect themselves or others from the risk of catching coronavirus.

If you are concerned about someone you have seen sleeping rough, please send an alert through Street Link.

If you are someone who is currently sleeping rough, please either call the East Surrey Outreach Service on 07436 273 164, or e-mail East Surrey Outreach Service.

Are you still carrying out repairs to council housing?

We will continue to prioritise emergency and urgent repairs, where there is a risk to your safety.

We are now undertaking non-urgent repairs. We have started with the backlog of repairs that have been reported in the past three months and will contact you to make access arrangements. If you're reporting a new non-urgent repair, we will record the details and contact you once our backlog has been cleared and we can undertake your repair without a delay.

When we are dealing with repair requests our call handlers will ask you a number of COVID-19 health related questions to ensure it is safe to enter your home. If you are self-isolating or shielding we will not attend to carry out your non-urgent repair. We will ask you to contact us again once you have ceased isolating or are no longer shielding.

Our operatives will take all the necessary safety precautions to carry out the work in your home. This may entail wearing protective clothing, using hand sanitisers and wiping down any surfaces with antibacterial wipes. You may also be asked to stay in a separate room whilst the repair is being done. This is to keep you, your family and our operatives safe. 

Are you still carrying out statutory landlord gas safety certificate inspections?

Our heating contractor is still carrying out landlord gas safety certificate inspections and this is important to ensure you remain safe in your home. If you need to contact us to arrange an inspection, please submit a contact us form, contact customer services or call 01883 722000.

How do I report a problem?
If you would like to report a problem please report it online

We are not carrying out home visits to monitor potential nuisances, unless it is absolutely necessary. This is to minimise any risk to the public and officers in relation to the coronavirus (COVID-19) pandemic. If you want to make a complaint about a potential nuisance, please ensure you provide the full address of the property you are complaining about, as well as any further information you have about the people causing the nuisance which you feel may be useful. We will write to them to inform them we have received a complaint and we’ll ask them to be considerate and to reduce the impact their behaviour is having on their neighbours.

What is happening with my planning application?

Our planning service is still running, but officers are not carrying out site visits in relation to all types of planning application and/or pre application enquiries.

All applications should include site photographs which show the proposed development in context, ie in relation to the building/site and  to any neighbouring property).  If we need more, we will ask you for these.

Guidance about planning and enforcement site visits.

Are your building control surveyors carrying out site inspections?

If you have decided to continue building work on your project our building control surveyors are offering an inspection service through mobile technology using WhatsApp, Facetime and Microsoft Teams. For more information, visit the Southern Building Control Partnership website.

Can I still submit a building regulations application?

You can submit an online application by using our online portal

We recognise the difficulties that those connected to the events sector are currently facing as part of the COVID-19 pandemic. Additional precautions will be needed for any events, so it is important to ensure detailed procedures and best practice are applied as part of the planning of any events bringing people together.

As guidance is changing, we would need to see that a Covid risk assessment is completed along with the event plan.

We have put together a checklist to assist organisers.

The new NHS COVID-19 app is the fastest way to see if you're at risk from coronavirus. The app has a number of tools to protect you, including contact tracing, local area alerts and venue check-in.

What does the NHS COVID-19 App do?

  • Alerts you when coronavirus levels are rising in your post code area.
  • Sends you an alert when you are at risk of infection.
  • Helps you check-in to bars and restaurants using the QR code.
  • Provides users with a digital diary which sends alerts if you have checked-in to a venue where you may have come into contact with coronavirus.
  • Helps you check your symptoms and book a test.
  • Explains how to self-isolate and helps keep track of the number days if you need to.
  • Remembers who you've met, including people you don't know, that includes on the bus or in a shop queue.

To download and use the app you must:

  • Be aged 16 or over.
  • Live in England or Wales.
  • Have a compatible iOS or Android smartphone with Bluetooth.
  • Check in using QR codes.

Visit the App Store or Google Play Store and search NHS COVID19 App.

The App tracks the virus – not you, which means all your personal data and information is always safe and protected. Any data shared on the App is held on your phone and the App doesn't use GPS so nobody will know who or where you are.

Check-in to business venues

Certain types of businesses have a legal requirement to display a QR poster, ready for customers to scan using the App from 24 September. These include:

  • Tourism and leisure – museums, galleries, gyms, leisure centres.
  • Local council buildings.
  • Places of worship.
  • Close contact services.
  • Where an event is taking place in a physical location

Look out for an NHS QR code poster when you enter these places, so you can check-in using the app.

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