Helping you reach us more easily — extended hours and webchat
We’re making it easier than ever to get in touch with us at a time that works for you, with improvements designed to give you a quicker, simpler and more flexible experience.
You’ll be able to call us from 8am–8pm on Wednesdays as part of a month-long trial and our Customer Resolution Centre team will be joined by colleagues from Income, Neighbourhoods and Repairs Planning, all on hand to help with your queries.
This is a trial to help us understand what works best for our customers. It’s one of a number of improvements we’re making to make it easier to get in touch with us and improve your overall experience.
Longer opening hours (trial)
We’re always listening to customer feedback on what you expect from us so we’re running a one-month trial of extended opening hours for our Customer Resolution Centre (CRC). From Wednesday 27 May to 17 June, you can contact us every Wednesday between 8am and 8pm.
These later hours are designed to give you more flexibility — especially if it’s difficult to get in touch during the day.
During this time, our CRC team will also be supported by colleagues from Income, Neighbourhoods and Repairs Planning. This means we can help with a wider range of queries straight away.
While this is a trial, we’ll be listening closely to your feedback to understand whether this is something you’d like us to continue.
Webchat launching Monday 1 June
From Monday 1 June, you’ll also be able to contact us through webchat on our website. You can find this option on all our website pages in the bottom right corner — ‘Chat with us’.
Webchat gives you a quick and easy way to:
- Ask questions about common issues
- Find the right information, forms or webpages
- Get through to a member of our team if you need further help
- It’s a simple way to get answers faster — without needing to call or send an email.
You’ll be able to ask questions about:
- Repairs
- Rent and Payments
- My Neighbourhood
- Rehousing
- My Tenancy
- Feedback and Complaints
- I need to speak to someone
If your question can’t be answered through webchat, you’ll be directed to one of our friendly team.
Making things easier for you
These improvements are all about making our services more convenient and accessible. By offering more ways (and times) to get in touch, we aim to:
- Help you get answers more quickly
- Give you more choice in how you contact us
- Reduce waiting times
- Make sure you get support when you need it
We're here for you
We want to make sure you get the right support when you need it. Our friendly team are on hand to help to answer your questions or queries – just give us a call on 0330 355 1000 or fill in our contact us form.
