Test and Trace - Local Contact Tracing Service

The local contact tracing service will complement the national NHS Test and Trace Service, as part of the council’s continued response to COVID-19. The new service may reduce the delay between a person testing positive for COVID-19 and a contact tracing call successfully taking place, potentially reducing further transmission within the community.

How it works

  • In the first instance the national NHS Test and Trace team will contact you if you have tested positive for Coronavirus (COVID-19) to give advice and obtain details of anyone you have been in contact with.
  • If the NHS Test and Trace team have been unable to contact you within 24 hours, your case will be passed to the Royal Borough of Windsor & Maidenhead contact tracing service who will contact you.
  • You will be asked where you have been recently and who you have been in close contact with.
  • This will help the NHS contact anyone who may have caught the virus from you to advise them to self-isolate.
  • This service will be active from 10am - 4pm across seven days a week.

How the Royal Borough of Windsor & Maidenhead contact tracing team will contact you

  • You will be contacted by phone, calls will come from a local number.
  • Children under 18 will be contacted by phone wherever possible and asked for their parent or guardian's permission to continue the call. However, if the child is 16 or 17 years old and a parent or guardian is not present, or the young person lives independently, the contact tracer will continue the call directly without seeking permission from the parent or guardian.
  • If we fail to contact you by phone, a voicemail or text message will be sent to you to notify you that we are trying to contact you. You will be given a phone number to call back on.

You will be asked for:

  • Your full name, date of birth and postcode;
  • If you live with other people;
  • Any places you have been recently, such as a workplace or school;
  • Names and contact details of any people you were in close contact within the 48 hours before your symptoms started (if you know these details).


Royal Borough of Windsor & Maidenhead contract tracing service will not:

  • ask for bank details or payments,
  • ask for details of any other accounts, such as social media,
  • ask you to set up a password or PIN number over the phone.
  • ask you to call a premium rate number, such as those starting 09 or 087.

How your information will be used

  • All information you provide to the Royal Borough of Windsor & Maidenhead contact tracing service is confidential.  Please see our privacy notice for further information.
  • No one who is contacted will be told your identity.
  • Anyone you have been in close contact with will be told to stay at home (self-isolate) for 14 days by the NHS. This is because it can take up to 14 days for coronavirus symptoms to appear.

What support services are available to me?

The council’s support services can be accessed on our website, we have also created a list of local support groups.