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We're here for you

Our customer services team are here to help Monday to Friday from 8.30am to 5pm except for Wednesdays when we open slightly later at 9am to allow time for colleague training. 

Customers are at the heart of everything we do. Our team will always treat you with respect and they also have the right to be treated in the same way.

Some handy information our customer services team would like to share: 

  • Mondays are our busiest day for calls, you may experience longer wait times than usual 

  • Emergency repairs should continue to be reported by phoning us on 03332 31 32 33 and pressing option 1.  For housing and all other enquiries press option 2. 

Ways you can contact us: 

What can our customer services team deal with at the first point of contact? 

  • Ensuring your contact details are up to date on our systems 

  • Recording your preferred method of contact  

  • Updating any changes in your household 

  • Giving advice on how you can rent a property from us and how to register with Homepoint 

  • Providing general advice & guidance on any process & procedure and send you the relevant paperwork (if required) for completion 

  • Taking rent payments 

  • Agreeing a payment plan or if needed, refer you to our tenancy sustainment team to explore the support we have available  

  • Setting up a Direct Debit or a recurring payment for your rent 

  • Advising you of your rent balance/s and send you rent statements 

  • Processing refunds if your account is more than a month in credit 

  • Giving you advice and guidance on antisocial behaviour/neighbour nuisance, start a case by taking the details if you have a specific issue or refer your case to your Housing Officer 

  • Logging any feedback you want to give us, good or bad and arrange for someone to give you a call 

  • Completing a housing support/tenancy sustainment referral 

  • Reporting any issues of fly tipping that you encounter on our estates 

  • Booking/rearranging a repair appointment, or provide an update on an existing appointment you may have 

  • Raise any Health and Safety concerns you may have, including inspections for surveyors or contractors to attend 

  • Ensure that if you need to book a gas or electric safety check, that we get you through to someone who can arrange an appointment. 

Should you require our assistance with any of the above, please do not hesitate to contact us. 

Housing Officers

Manage all aspects of your tenancy such as dealing with nuisance and anti-social behaviour, ensuring annual safety inspections are carried out and managing rent accounts.

Housing Officers can also make referrals into various external support services as well as our own tenancy sustainment team.  

Our Housing Officers spend much of their time out and about so if you have a query, it's always best to contact the Customer Services Team first and they will endeavour to help. If they can’t, then they will send a message to your Housing Officer who will contact you.

Lettings Officers

Lettings Officers are your point of contact when you decide you want to end your tenancy 

They're also responsible for finding new tenants to live in our empty homes – placing adverts on Homepoint, offering advice and liaising with other agencies  

Tenancy Sustainment Officers

Tenancy Sustainment Officers support tenants to have a successful tenancy. Offer advice and assistance with claiming benefits. And make sure that tenants are maximising their income and managing their debt. They can also help to identify any support that can be offered by other agencies 

Enforcement Officers

Our Enforcement Officers manage our high-level complex Anti-Social Behaviour and Rent Arrears cases. Their aim is to prevent any Legal action from being taken against our customers so they will work to identify solutions to resolve difficult situations. However if necessary, Court action will be taken and led by this team.

Our customer services team update our systems when you contact us, they're the best service to deal with at first point of contact. If you need to talk to another team they will be able to assist you.

To find out who your officer is, simply type your postcode below.