We’re here to help

Gemma, our Interim Customer Services Manager (pictured), explains what goes on behind the scenes and how we support you from the moment you contact us.

"When you contact us, one of our team will be the first person you speak to. We’ll ask a few data protection questions, listen carefully, and make sure we understand what you need. Whether it’s a repair, a rent question, or general information, we’ll always do our best to help.

No two days are the same. A typical day might include raising repairs, answering rent queries, helping with planned kitchen or bathroom replacements, or rescheduling appointments. We also support new applicants setting up a tenancy and may signpost people to services like Citizens Advice or arrange foodbank referrals.

Some situations are more sensitive. This could include being told a customer has sadly passed away, helping set up a repayment plan, or explaining what happens when anti-social behaviour is reported.

We always aim to resolve your query at the first point of contact. If we can’t, we’ll pass it to the right team, make sure they have all the details, and let you know when you can expect a response.
We also handle complaints. We look into what’s happened and explain what we’ll do to put things right, working closely with teams across the organisation.

We don’t just respond - we learn from your feedback. For example, we’ve made moving-out information clearer to help avoid unexpected charges, and added an automatic reply to our lettings inbox so you know when to expect a response.

Working in customer services isn’t always easy, but we always aim to respond with care and professionalism."

Did you know?

Our Customer Services team  are available from 8.30am every weekday (apart from bank holidays) and handled almost 100,000 enquiries last year.

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