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.
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.
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.
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 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 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
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.
