Services
You said we’re doing – Social Tenants Access to Information Requirements (STAIRs)
A new scheme comes into force on 1 October 2026 to make sure that housing associations are open with residents about how their homes are managed. Under the Social Tenants Access to Information Requirements (or STAIRs for short), residents will have access to information we hold about your housing, as well as information held by…
Read MoreCommunal areas: why responsible waste disposal matters
We all want the places where we live to feel clean, safe and welcoming. One simple way we can help make that happen is by disposing of our rubbish and unwanted household items correctly. Recently, we’ve seen an increase in items being dumped in and around communal bin stores. This can include furniture, mattresses, electrical…
Read MoreArranging a face-to-face meeting in our Epsom office
We’ve settled into our new Epsom offices and have enjoyed welcoming residents to the space. We know that some residents prefer to meet face to face, so we’ve made sure to include dedicated meeting rooms in the new building. If you would like to meet a member of staff in the office, it’s always a good idea to make an appointment in advance. Many colleagues…
Read MoreText updates for your repairs – service relaunched
We are pleased to let our residents in Kent know that our text messaging service for repairs is being relaunched this July. The service has been unavailable since the end of the Joint Venture with Fortem in July 2025. Following a significant amount of work on the platform that supports our repairs and maintenance service,…
Read MoreEpsom customer service: chat with us online
We’re always looking for ways to make it easier for residents to access our services. That’s why we’re pleased to introduce a new way for people in Epsom to get in touch with us – online web chat. Whether you have a question about repairs, housing services or something else, you can now chat directly…
Read MoreTCH customer service: your first point of contact
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,…
Read MorePayment App Launch
We’re pleased to introduce our new payment app, making it easier to pay your rent from your phone and saving you time logging into the online portal. Even if you pay your rent by Direct Debit, you can use the app to make one-off payments whenever it suits you. Download the app You can download…
Read MoreCustomising ReachDeck settings
Recently, we shared an article about ReachDeck — a helpful accessibility and translation tool available on the TCH website. ReachDeck can make our website easier to use if English is not your first language, if you find online text difficult to read, or if you prefer listening to information instead. It can translate content into…
Read MoreMaking our website easier to use with ReachDeck
At Town & Country Housing, we want everyone to feel comfortable using our website and accessing important information. One of the ways we support residents is through ReachDeck – a helpful accessibility and translation tool available on our website. ReachDeck is especially useful for residents who speak English as a second language. It can translate website content into more…
Read MoreHelp shape estate services in your community
We are looking for more residents to join our Estate Services Improvement Group (ESIG) and help shape the services that matter in your neighbourhood. We would love to welcome more residents from across our communities who receives cleaning and grounds maintenance services. We currently have vacancies for residents from What does the group do? The Estate Services Improvement…
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