These changes are designed to make it easier and faster for you to get the support you need.
This is a journey, and we’ll continue to keep you informed as we make further improvements.
Most importantly, you’re at the heart of shaping these changes. Your feedback is vital, and we’ll continue working with you to develop services that meet your needs.
What is Local Link?
Later this year, we’re introducing area-based housing teams instead of individual named Housing Officers.
Each Area will be led by an Area Housing Manager, your local link lead who, working closely with their team will provide more responsive localised support. The Local Link team will also be working behind the scenes to tackle key issues in your community.
What this means for you
- One front door – All queries will go through our contact centres, making it easier for you to get in touch. This streamlined approach helps us manage requests more effectively and resolve more issues the first time you call
- Specialist support – If your query needs extra attention, we’ll have dedicated teams ready to help with income support, tenancy sustainment, anti-social behaviour (ASB), and more.
Faster service – Requests will be assigned to the next available officer in your area team, ensuring a faster response.
How to get in touch
From now on, please always contact our service centre via phone, email, or our resident portal for all service requests.
Housing officers will no longer be reachable by direct email, and an automated response will guide you to the right contact platform.
Why are we making these changes?
We know that issues like long-standing repairs, anti-social behaviour, and neighbourhood improvements need extra attention.
The Local Link Lead will focus on these challenges, ensuring better coordination and improved services for all residents.
We’re also taking further steps to make managing your home easier, including:
- Empowering our contact centre so we can resolve more issues on the first call.
- Upgrading our digital resident portal, giving you 24/7 access to services.
We’re on a journey and we know there’s more to do. We’ll continue working with you to shape our services. We’re committed to keeping you informed and making further improvements that truly make a difference.
Improving our Contact Centre
In January, half our Contact Centre team moved to a new telephony system. We want to thank those of you who contact us using our 0300 number for your understanding over the last couple of months.
This summer we’ll be moving the remaining half of our Contact centre team to the new telephony system. At this time, we’ll be moving to a new contact number and email address.
Watch out video below to hear from Simon, Head of Customer Response, as he talks about how we're improving our Customer Contact Centres:
Alternatively you can download this episode and listen using the platform you usually use to play podcasts (including Spotify, Apple and more).
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How you can support
Please help us by making sure your contact details are up to date. You can do this via your online account or when you speak to an advisor.
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