Contacting TCH  

With more than 400 emails, webchats and phone calls a day, our Customer Service teams in Kent and Epsom provide a vital first point of contact for residents.  

We know how helpful our Neighbourhood Managers (NM) are, which is why residents often contact the team asking to speak to their NM.  

However, they may not always be the right person to solve a resident’s query. This is why we always ask people what they are calling about. Sometimes residents prefer not to say, and tell us they just want to speak to their NM.  

While we understand why residents say this, it can delay them getting an answer – especially if the NM is not the right person to answer their query.  

Customer Service – your first point of contact 

Thanks to their training and knowledge the Customer Service teams are able to resolve the majority of queries at that first point of contact.  

When they don’t have the answer, they’ll know exactly who to speak to. They will either get back to you themselves or arrange for someone else to – whether that’s your NM or one of our specialist teams such as Community Safety or Money Support.   

By answering your queries directly, our Customer Service teams are helping NMs to spend more time out and about on our estates, meeting residents, addressing issues that matter most to you and understanding what’s happening across our communities.  

Whatever your query, your first point of contact is our Customer Services team. There are lots of different ways to contact them and you can see them all here: Contact us – Town & Country Housing 

• You can find out more about our Customer Service team in this Meet the team article.