DELAYS TO REPAIRS: We’ve completed many of the outstanding repairs logged with us prior to lockdown and are working hard to clear the remaining backlog. However we are experiencing some shortages in supplies, difficulties recruiting trade staff, and higher than normal levels of sickness absence. Please bear with us – we are completing repairs as quickly as we can. Thank you for your patience. For our latest service information, see our Coronavirus webpage

What a live chat message looks like

New web chat launched

We've launched a new webchat service, offering customers a new way of getting in touch.

The online service gives two new ways of sourcing information:

  • A chat bot which provides details on requesting a repair, finding a property and landlord permission 24/7; and
  • A live chat system which is available Monday to Thursday from 9am until 5pm and Friday 9am - 4.30pm.

To access the service, simply click on the 'Live chat' button in the bottom right of our website.

Rachael Higgins, our Customer Services Manager, said “The coronavirus pandemic has shown, more than ever, that it’s essential for customers to be able to contact us online effectively and we’re delighted to be able to offer not one but two new webchat services to our customers.

“We’ve been working hard to ensure we move with the times and will continue to increase our online services, but we are also committed to supporting our customers by phone and email too, so that they contact us in the most convenient way for them.”

We asked customers how they would like to communicate with us as part of a survey which ran over the summer of 2020 and 50% of respondents requested the option to get in touch via instant messaging online.

We plan to develop the chatbot system further over the coming months so that more information will be available at the click of a button, giving customers greater opportunity to find the information they need quickly online.

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