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Your questions answered

Welcome to our ‘Your Questions Answered’ feature. In each edition of Our Voice, our customer service experts Leanne Whalley and Ian Smith will get to the bottom of your questions and enquiries.


I’ve found some mould and condensation in my property. What can I do to keep on top of it?

From Steve in Lincoln

Thanks for getting in touch, Steve.

Mould is usually caused by condensation, which is created when warm air comes into contact with cold surfaces, or when there’s too much moisture in your home. It’s more common in the colder months. There are many ways you can try and prevent these issues, including making sure there’s ventilation in your property.

We’ve got lots more information on this subject on our website, which you can read here.

I’ve recently changed some of my contact details. How can I update you?

From Jan in Rutland

Thanks for your question, Jan.

It’s important that customers update us when any of their information or contact details change. The details we have on record are used for several things, such as helping our contractors to contact customers when they’ve got an appointment.

To tell us about new contact details, you should call us on 0300 123 1745 and speak to our Customer Service Team who can update your record.

If you’re a leasehold customer, call us on 0345 608 8006.

Alternatively, visit our website and fill in a Contact Us form and this information can be passed on to the relevant teams. This form can be found here.

As a leasehold customer, I find Our Voice interesting, but noticed most articles were directed towards your general needs customers. Will you be including more leasehold specific content in future?

From Marjorie in Loughborough

Thanks for your question, Marjorie. It’s great to hear from one of our leaseholders. The team behind the Our Voice magazine is working with colleagues across the organisation to gather more leasehold specific stories and information to be included. In this edition, there’s news of the new Leasehold Customer Charter and webpage.

The team is always happy to hear of ideas for stories or questions from our leasehold customers, so please spread the word and, if anyone wants to get in touch with Our Voice suggestions, they can email

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