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A message to our customers

Regrettably, we’re having some problems with our services and haven’t been achieving the high standards our customers deserve. Although we’re working hard to improve things, we’ve not been able to make as much progress as we want. We’d like to apologise to our customers for the inconvenience this may cause and let you know about what we’re doing to put things right.

A message to our customers

Updated: 06 April 2022

We’re sorry that some of our services are falling short of the standards you deserve.

Regrettably, we’re having some problems with our services and haven’t been achieving the high standards we set ourselves in some really important areas.

Although we’re working hard to improve things, we’ve not been able to make as much progress as we want. We’d like to apologise to our customers for the inconvenience this may cause and let you know about what we’re doing to put things right.


Our repairs service

Update: 22/11/2021

We continue to have a significant number of outstanding repairs that need to be completed.

To help us clear the backlog and focus on the most essential jobs, we’re now only focusing on essential repairs for all new requests we receive.

This means that all new non-essential repairs will be paused for the time being. If you’ve already reported a non-essential repair, this will still go ahead.

We believe this will help us navigate the challenges of recovering from further delays caused during the pandemic, as well as labour shortages and difficulties with sourcing materials.

By focusing on essential repairs, we’re confident that we’ll be able to clear the backlog more quickly and prioritise jobs that have been outstanding the longest and have most impact on customers.

Working closely with our repairs provider, Mears, we’re taking further steps to address this situation. This includes continuing to recruit extra repairs operatives and additional call handlers. We’re also bringing in more contractors to support with the completion of essential repairs.  

  Find out more about essential and non-essential repairs, and the steps we’re taking to get back on track.


Dealing with your enquiries

Update: 22/11/2021

We’re making good progress in returning to our normal call handling service after resolving some of the challenges we’ve faced.

This means we’re now answering your calls and responding to your enquiries more quickly. If you’ve made a complaint about our repairs service, please be assured that we’ll respond to you. 

We really appreciate your continued patience and understanding, and hope that the changes we’re making will help us to improve the service you receive. 


Other ways you can contact us

If you have a new enquiry, we ask that you contact us via our website, using the online contact forms.

This is the quickest and most direct way for us to get your enquiry to the right team and helps us deal with it as soon as possible.

There are several options to select depending on your enquiry, including:

Please visit the Contact Us page for more information and to submit your enquiry.

By using online forms, you’ll help us reduce the number of calls we receive and help us deal with enquiries more quickly.

Please continue to bear with us. We’re working very hard to get things back on track and really appreciate your continued patience.

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