Give us a call
We’ve listened to your feedback and have changed our Customer Contact Centre so that it works better for you. Instead of centralised call centres, we have created dedicated Hubs who will specialise in the various aspects of services we provide you.
The changes aim to:
- improve the customer experience when you are contacting us
- improve the speed and quality of the response we give you
- empower our teams to resolve enquiries at the first point of contact.
Repairs
You can continue to report repairs through My PA or by telephoning us to speak with a member of our Repairs Team.
Or you can now email the Repairs HUB directly at [email protected] if you prefer.
Rent
You can also continue to make a payment, check your balance and seek help with money or benefits advice through My PA, or by telephoning us to speak with a member of our Income Team.
Or you can now email the Income HUB directly at [email protected] if you prefer.
During busy periods you can request a call back from the Income Hub so you don't have to wait on hold.
Housing
For other queries, such as queries about your tenancy, neighbourhood issues and antisocial behaviour or more general queries, you can telephone us to speak with a member of our Housing Team.
Or you can now email the Housing HUB directly at [email protected] if you prefer.
We’re confident that these changes will help improve your experience of getting in touch with us and resolving your queries quicker than we have been.
Getting in touch
Remember My PA is open 24 hours a day, seven days a week, however if you do need to call us:
0300 123 2221
Calls may be charged at the standard UK local call rate depending on your provider.
During busy periods you may experience a long wait to get through.
Our phone lines are open
Monday 08:00 - 17:00
Tuesday 08:00 - 17:00
Wednesday 08:00 - 17:00
Thursday 08:00 - 17:00
Friday 08:00 - 17:00
Saturday Closed
Sunday Closed
Outside of these times, calls will be dealt with by Service 24 which provides our 'out of hours' service and emergency lifeline calls.
Average waiting times
Who are Service 24?
We are a highly skilled team equipped to deal with a wide range of calls and provide a 24 hour, 365 day support function, including an out of hours service for our residents. We cover emergency calls and lifeline monitoring for those who want to feel more secure in their homes and provide out of hours coverage for our dedicated Hubs.
