Our new customer care line goes live on 2 January - the number is 0845 600 4436.

We’re delighted to announce the arrival of our new Customer Care Line, designed to answer the calls housing officers used to deal with so they can instead spend more time being out where you live. The type of thing we can help you with may include all General Needs enquiries such as:

• General Needs Housing enquiries
• Rehousing option
• Anti-social Behaviour
• Your rent account
• Your tenancy
• Leaseholder enquiries

NOTE: For Supported Housing and Temporary Housing enquiries, please contact our head office on 020 7089 1000, or click here to find the number of your nearest office.

 

Managing all your enquiries except repair

We know that often you need to talk to someone who is not in the office and there is too little detail in our records to give a quick, clear answer. So from 2 January all general needs residents and leaseholders will be able to call our new customer care team on 0845 600 4436. The team will manage all your enquiries except repair.

You should carry on using the usual numbers for repairs calls. The customer care team will answer your queries wherever possible. If they don't have the answer, they will direct your call to someone who can help.

Providing a first class phone service

We are looking forward to providing you with a first class phone service,' Avis Rhodes, who manages the new customer care team, told connections. 'This is your service so we welcome your feedback and ideas for improvement.’ The customer care team will support housing officers whose job it is to be our eyes and ears on the streets and estates where you live.

Face to face meetings with your housing officer

If you need a face to face meeting with a housing officer, call the customer care team.

They will arrange an appointment for you with a housing officer. Appointments in your home will be for the morning or afternoon. Evening appointments will be available if a daytime visit is not convenient for you.

A brochure and handy fridge magnet promoting the new service will be sent to you soon. If you are a supported housing tenant please continue to make enquiries through your support worker or the staff where you live.

Once again the Customer Care Line number is 0845 600 4436

All calls to this number are charged at the local rate.