Contacting Us
Our customer service team received over 101,000 calls, emails and online interactions last year.
71,727
calls answered (76,576 last year)
On average answered within 2 minutes
20,494
emails received (19,913 last year) On average responded to within 24 hours during week days
4,585
customers using our online service (4,116 last year)
Developing our online services
We are continuing to see the ways we are contacted online increasing and we’re responding by investing in improving these services. Over 53% of customers now have an online account with us. We’ve been seeing more customers using our website to report repairs, check their rent and more. In October 2020 we added the ability for customers to make payments securely through our website. Between October (when it was implemented) and March, we received 5,764 payments showing that this is a convenient way for customers to manage their rent account. We’ve also added more things you can do online at times convenient to you.
5 things you can now do on our website
1. Make payments You can make payments directly on this website. Just go to your account and tap the make a payment button appearing next to your balance. You can also save payment cards to make it even faster next time.
2. Check your rent statement You can see your online rent statement for all home and garage accounts you have. It shows your up-to-date balance and all payments and charges for the last 90 days.
3. Report a repair and choose your appointment We’ve built a new report a repair page, which allows you to choose your own appointment date and time, rather than having to wait for a call back from us.
4. Track repairs Once you’ve reported a repair, you can track progress, reschedule your appointment, cancel it or add an update in the your repairs section. If you live in a block of flats, you’ll also be able to track all the repairs reported for the block.
5. Update your email or phone numbers In the your personal details page you can update the contact details we hold for you saving you a phone call.
Get started now
If you don’t yet have an account, it’s easy to get started. Just register for an account. If you need any help registering please contact us and we’ll help.
Homeowners
Leaseholders can provide their details here and we’ll help you create your account.