Our Customer Contact team is available from 8.45am to 5pm, Monday to Friday.
Get in touch with us via any of the following methods:
Send us a direct message via our Facebook page, which is monitored from 8.45am to 5pm, Monday to Friday.
Email us at email@example.com
For all enquiries, including repairs, call:
0300 123 5544
For emergency out of hours repairs, call: 0300 123 5544 and select option 1
You can also use the contact form below to get in touch with us.
When's the best time to call?
9-10.30am - This is our busiest time, so waiting time may be longer than we’d like
10.30am-2pm - You may have to wait a little during this period
2-5pm - You shouldn’t have to wait to talk to a member of the team
Making a complaint?
Delivering a great service to our customers is extremely important to us but sometimes things go wrong. When this happens, we want to be able to resolve the problem for you as quickly as possible.
We want to make it as easy as possible for you to tell about something that’s gone wrong. You can do this by email, web chat, telling a visiting member of staff, phone or simply report it online. We will listen carefully to understand the problem and keep you informed at all stages of our investigation. You can view our complaints policy and complaints procedure.
We meet the Housing Ombudsman Service Complaint Handling Code and you can view this and our self-assessment. The Housing Ombudsman Service now publish data on landlords performance in complaint handling, you can see how we compare to others by clicking this link https://www.housing-ombudsman.org.uk/landlords/
You have the right to access the Housing Ombudsman Service throughout your complaint, not only when our complaints process is exhausted. This gives you the opportunity to engage with the Ombudsman’s dispute support advisors for impartial advice.
Getting back to you
We will respond to emails, website queries, letters or portal communications within two working days. You’ll receive an auto acknowledgement from firstname.lastname@example.org and colleagues will use an ‘out of office’ message on their own emails providing alternative contact details.
For more detailed queries we’ll acknowledge receipt and provide a full response within 10 working days, and let you know if we can’t and when you can expect a full reply.