When residents call our Customer Service team on 01892 501480 they can pick from four options:  

1. To report a repair or get an update on a repair
2. To pay your rent
3. If you have a general tenancy enquiry
4. To report a defect or to speak to a member of the aftercare team

You said…  

Residents have told us that, when they call to report a repair, it’s not clear whether they should select option 1 or option 4.  

We’re doing… 

We’ve reviewed the options and can understand the confusion, and we’re sorry for any problems this may have caused you.  

While repairs, or defects, can be reported via option four, this is only for new-build properties. These are, generally, homes built within the last two years where the developer is still responsible for repairs.  

Repairs to older properties are carried out by our own TCH Repairs team and can be reported via option 1.  

We’re reviewing the way those four options are worded on our phone systems so that residents are directed to the right repairs team from the start.