The Hub is operating an emergency service on 16 October and 26 October

As part of our work to improve our services our customer contact centre is rebranding as The Hub, which means we will no longer refer to our Customer Access Team and Repairs Help Desk. We are currently recruiting for positions in The Hub, including some new specialist roles, to ensure that we deliver the best services to our customers and answer as many queries as possible first time.  

Training in the new ways of working will begin on 15 October and take place over two weeks, and the new service will be fully live from 29 October. During this time there will be two days in which the full team in The Hub will be receiving training, and we will be providing an emergency service only on Tuesday 16 October and Friday 26 October. 

Please be mindful of this and if the query you have is not an emergency, continue to contact us via email rather than over the phone and we will aim to respond to all emails within 24 working hours. Please note: the web chat will not be available during these two days. On these two days you can still contact us by phone in the event of an emergency. Please call the usual number and select the appropriate option.

General training will continue until Friday 26 October, so please be aware of the extra pressure on the service while this takes place. We realise that this will result in longer response times for general enquiries, however, will do our best to keep waiting times as short as possible and ask you to please bear with us during this time.

We are investing in new technology, systems and ways of working to improve our current offer, but recognise that there will be a short disruption to services and we will do our utmost to minimise this in the lead-up to 29 October. Our digital-first approach means that for non-emergencies customers will generally get the fastest response to queries if they contact us by web chat, email or the portal rather than the phone. Our self-service portal on the website also means you can pay rent and log repairs online.

Click here for more information about our new ways of working. 

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