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New phone line for ASB and neighbourhood issues

A new option has been added to our phone lines to help customers report anti-social behaviour and neighbourhood issues.

We’re committed to making sure customers can contact us as efficiently as possible and ensuring the appropriate colleagues are available to handle the enquiries.

From Tuesday 2 April, when calling our freephone number and selecting option 3, customers will hear an additional option which is to talk about a new or ongoing incident of anti-social behaviour or a neighbourhood issue.

This will be answered by colleagues in our Customer Contact Centre who’ll be able to help.

To coincide with this change, from Monday 22 April, the opening hours of all our lines will be made consistent.

All lines will be open from 9am to 5pm on Monday, Tuesday, Thursday and Friday and from 10.30am to 5pm on Wednesday due to colleague training.

The only exception to this is our repairs line, which will continue to open at 8.30am on Monday, Tuesday, Thursday and Friday.

Craig Taylor, Director of Housing and Customer Services, said: “We’ve made this change to our phone lines so customers can get through to our Customer Contact Centre as efficiently as possible and know they’ll be speaking to a colleague who can help them.

“We know it’s important to our customers to be able to be able to speak to us easily and I’m confident this change will help us achieve this.

“I’d also like to remind customers that the best times to call our Customer Service Team are between 9.30am and 11.30am and 2.30pm to 4.30pm Monday to Friday. This is when we tend to see lower call volumes and calls being answered sooner.

“Please also be aware that our phone lines open at 10.30am on a Wednesday due to colleague training.”

If you don’t want to contact us via phone, you can complete the contact form on our website. 

When calling our freephone 0800 111 4013 number, these are the main options you’ll hear.

1 – For all enquiries relating to repairs

2 – For enquiries about your rent account or to make a payment

3 – All other enquiries (including lettings, aftercare and anti-social behaviour)

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