We’ve heard from residents via our complaints process that they can sometimes find it difficult to reach TCH staff by phone or email.  

In general we encourage all staff to communicate with residents via shared email addresses and phone numbers. That way, your query will be recorded at the initial point of contact. And if someone is away or off sick the rest of the team can pick up any queries.  

However, there may be occasions where staff members share their direct contact details. While there are benefits of having this direct contact, we know that residents can find it frustrating if the person they’re contacting is away from work for any reason – especially if they haven’t shared details of an alternative contact.  

We’re doing…  

We’ve reminded all staff of the importance of making sure that their out of office email and phone notifications are always kept up to date and include alternative contact information. This means that residents will know who they can turn to if an individual is away from work.  

How to contact us  

There are lots of ways that you can contact us, from email and web chat to phone or by post. We’ve listed all the different options on our website, which you can find here. 

Whichever method you chose to contact us, your query will always be dealt with by our Customer Service Team. They have the knowledge and training to resolve queries on a wide range of topics. If they cannot answer your query at the first contact, they will send it to the right team to deal with it.  

With so many of our wider team members out and about visiting residents and working in our communities, the Customer Service team offers an ever-ready, important first point of contact. If you need a prompt response, they’re the team to talk to!  

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