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Customer service

This year we’re making some big changes so we can offer a better service to our customers.

We’ve listened to your feedback and in 2020 you can expect to see:

  • More of your queries resolved first time, saving you time.
  • A service better tailored to your needs. This includes new specialist roles to rent out homes, help you if you have problems paying your rent and more colleagues dedicated to tackling antisocial behaviour.
  • A new appointment system offering more choice plus text and email reminders.
  • A new improved way for you to use our services, which will make it easier to do things like pay your rent or book a repair online. You’ll even be able to upload pictures of repairs to help make sure we can fix it first time.


We’ve taken the first steps this month by reshaping our customer service team with new specialist roles and launching a new IT system. This lays the foundations for the other improvements, which will be rolled out over the year.

During the next few weeks it could take us a little longer than usual to answer the phone as our teams need more time to do tasks as they get used to the system. We’ll keep you updated via our Facebook and Twitter feeds as well as on the website if we’re facing any issues which may affect you.

If you’re interested in renting a home, we’re now advertising homes on Rightmove and though local authority lettings schemes only. We’ll no longer be listing homes on our website.

Find out more about applying for a home here.