Ways to contact us
Find out more about the different ways you can reach us and learn about updates to our services.
We are now asking residents to contact us using the Contact Us form on our website instead of emailing. This will help our team members to respond faster and it means we can prioritise vulnerable residents who need urgent help. You can still call us, write to us or message us on social media as normal.
When you call us
Our new hold messages will let you know approximately how long the call will take to answer. Between 9am-5pm we will also offer you a call back service. If you choose the ‘call me back’ option, we will hold your position in the queue and call you back when a member of the team becomes available. This means you don’t have to wait on the phone.
If you rent your home from us
When you call us, you’ll be asked some automatic questions to check your identity. Our team member will then have your details in front of them when they answer which will speed up how quickly we can help you. This also means you won't have to reconfirm your details if you need to speak with more than one person.
You can also now check your rent account balance with us over the phone. To do this, call our Customer Hub as you usually do. Once we’ve checked it’s you, press Option 2 and you will be put through to our rent account menu. From there, select Option 1 to hear your rent balance (it may not include payments made during the previous three days).
Reporting a complaint
We understand that sometimes things can go wrong with the services we provide. When this happens we want you to tell us so we can put it right.
You can raise a complaint with us by calling our Customer Hub on 0300 1233456 or sending information via our website.
We want to help you resolve problems and disputes, and welcome the new Housing Ombudsman Complaint Handling Code.
We are constantly looking at ways we can improve our services including creating faster response times and acting on the recommendations from the Resident Scrutiny Panel.