Contact us

October 2014 - An update from the Customer Care Line

The Customer Care Line has recently taken on new members of staff who are all now fully trained to handle your repair calls. This will enable us to answer a larger amount of calls and will also help reduce the call waiting times. We also aim to hold further assessment days to ensure that we continue to be fully staffed at all times.

We would also like to take this opportunity to thank you for your continued patience and reassure you that our service will continue to improve.

If you are a leaseholder, please contact us through our new line for leaseholder enquiries on 0300 123 2209. Alternatively, you can email us at

About your home

To report a repair:

If possible, please avoid ringing on a Monday, the day following a bank holiday or first thing in the morning unless you have an emergency repair to report. Please remember that we are also open Saturdays 09:00 – 13:00. When call volumes are high, there is also a facility whereby you can leave your surname and postcode and we will call you back.

To pay your rent, or for any other questions about your home:

About care and support

Click here to find contact details of your nearest care and support office

Old Oak Housing and Charlton Triangle Homes residents

For Old Oak call 020 8743 5486 or visit

For Charlton Triangle calll 020 8319 8870 or visit

To buy a home

To find out how you can buy a home, call us on 020 7089 1315

For leaseholder enquiries

If you are a leaseholder and would like to discuss any issues regarding your lease, please call us on 0300 123 2209 or email us at

For media enquiries

To speak to our press office, call us on 020 7089 1046

Insurance enquiries

If you are a third party solicitor enquiring about our insurance policy details and Portal ID:

  • For EL, our insurer is Zurich Municipal, policy number: JHA-225155-0013, Portal ID: C00108
  • For PL, our insurer is Zurich Municipal, policy number: JHA-225155-0013, Portal ID: C00108
  • Defendant only CNFs must be sent to

For all other enquiries

Please contact our head office on 020 7089 1000

Our offices

Albion House: 020 7089 1000

Family Mosaic Head Office

Albion House
20 Queen Elizabeth Street
London SE1 2RJ
T: 020 7089 1000
Opening times: 9.00-17.30

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Arcola Street: 020 7089 1000

Our East London office

Arcola Street
9-13 Arcola Street
E8 2DJ
T: 020 7089 1000
Opening times: 9.00-17.30

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Essex offices

Main offices for both North and South Essex

Essex - South (Pitsea)

Pembroke House
11 Northlands Pavement
Essex SS13 3DU
T: 01268 498500
Opening times: 9.00-17.30

Essex - North (Colchester)

Rowan House
33 Sheepen Road
Essex CO3 3WG
T: 01206 773000
Opening times: 9.00-17.30

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Braintree: 01376538419


Trafalgar House
St Michaels Lane
Essex CM7 1EY
T: 01376538419
Opening times: 9.00-17.30

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South East & South West England

Main offices in the South East and South West of England

We have several main offices in the South East and South West England which are listed below. For full contact details of all our offices in the region, please visit our

Brighton, Sussex (Head Office):

Frederick House, 42 Frederick Place, Brighton, BN1 4EA
T: 01273 468 010
Opening times: 9.00-17.30

Basingstoke, North & North East Hampshire office

Family Mosaic, 1st Floor, Ringway House, Bell Road, Basingstoke, RG24 8FB
T: 01256 371200/371197
Open hours 9.00 – 17.00

Southampton, Hampshire

47-57 High Street,
West End,
SO30 3DQ
T: 02380 659880

Medway, Kent
Suite 3, Empire House, Sunderland Quay, Medway City Estate, Strood, Rochester, Kent, ME2 4HN
T: 0845 601 5471

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Charlton Triangle Homes: 020 8319 8870

Our subsidiary in Charlton, South London

Charlton Triangle Homes

9-10 Cedar Court
Cherry Orchard Estate
London SE7 7EH
T: 020 8319 8870
F: 020 8319 8876
Opening times: 9.00-17.30

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Old Oak Housing Association: 020 8743 5486

Our subsidiary in Acton, West London

Old Oak Housing Association

Old Oak House
43-45 Erconwald Street
London W12 0BP
T: 020 8743 5486
F: 020 8740 3899
Opening times: 9.00-17.30

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