Worth your time

When you need to contact us, we want it to be worth your time. 

As part of our Customer Strategy, we’re committed to connecting to our customers – being there for them when they need us and being visible in our communities.   

We’ve been making some changes to the way we work, earlier in the year we began rolling out our new locality working approach, bringing our teams closer to you, with one thing in mind, making it easier to get the right support when you need it. 

The next part of this is looking at when our customer service teams are available. 

Earlier in the year, we asked customers in a survey on our Customer hubb, what they would like to see and you told us that the most important thing is that queries are resolved first time, and that waiting times are reduced. 

So that’s why we’re looking at the way we use our people, our time and our resources. 

From 1 November 2026, our Customer Service Centre will be open from: 

Monday to Friday, 8.30am to 5pm 

We’ve looked carefully at when our customers contact us and when our teams are needed the most. The busiest periods are during core daytime hours between 9am to 4pm, while the demand after 5.pm and on Saturday mornings is much lower. 

By focussing resources into the busiest times of the day, more people will be on hand to answer your calls at the times you need us most. 

Emergency repairs can still be reported after 5pm in the usual way and you can manage your tenancy online, through MyHome at any time. 

We know there is more to do but it this is one of the changes we are making as we work to improve how we deliver our services. 

We’re listening to what you, our customers tell us, looking at what the information and experience tells us and making changes where we believe they can make a difference to the service you receive from us. 

When you need to contact us, we want it to be worth your time.