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:
You can chat with Sam, our virtual web assistant, who is available on our website 24 hours a day, seven days a week.
Send us a direct message via our Facebook page, which is monitored from 8.45am to 5pm, Monday to Friday.
Email us at firstname.lastname@example.org
You can also use the contact form below to get in touch with us.
Alternatively, why not give us a call?
For all enquiries, including repairs, call: 0300 123 5544
For emergency out of hours repairs, call: 0300 123 5544 and select option 1
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/
Your feedback is very important to us, so if you’d like to let us know how we’ve done or give us feedback on any of our services, please leave feedback on our dedicated feedback form.
Feedback left is anonymous and will only be used to improve our services.
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 email@example.com 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.