Call the Customer Service Centre on free phone 0800 085 65 75
If calling from a mobile call 020 8583 4000 (cheaper for mobiles but cost of call will vary according to your network charges)
Minicom: 0800 389 9821
E-mail: customerservicecentre@hounslowhomes.org.uk
Fax: 0208 583 4336
Or write to:
Customer Service Centre
Ashmead Road Depot
Ashmead Road
Feltham
Middlesex
TW13
Or visit your local housing office. Each of our offices has staff available to help you with your enquiries and duty officers should you wish to speak to an Estate Manager regarding rents, tenancy or anti social behaviour issues. An officer from the Benefits section is also available on certain days of the week - please check before you visit.
About the Customer Service Centre
Staff at the CSC are trained to deal with a wide variety of enquiries and you can contact them to:
- Report repairs or make an existing repair enquiry
- Check your rent account, recent payments or other payment options, request a statement or to tell us you are having problems paying your rent (please have your rent account number ready when you call)
- Get advice and information on anti-social behaviour or nuisance nieghbours
- Get information on renting a garage or reporting a repair to your garage
- Ask about a tenancy matter, such as moving home, mutual exchange, ending a tenancy, changing a tenancy
- Report an estate problem, such as abandoned vehicle, dumped rubbish or a repair.
- Request application forms for mutual exchanges and transfers, or request a copy of any of our publications
The CSC uses a system called a Customer Relationship Management (CRM) system. The system logs all types of contact we have with you, for example when you contact us by phone or send us a letter.
We use this information to create a 'contact history' which means that we will have details of what you told us the previous times you contacted us, so you should not have to repeat information you have already given. The CRM system links into other systems we use to manage our properties, and gives us better access to information. This helps us to answer your enquiries efficiently and provide you with a better service.
We aim to resolve your query the first time you contact us. If we cannot answer your query we will pass it to one of our specialist teams, give you a reference number and let you know when to expect a response.
We also have advisors available to translate in several languages.
The CSC is open from 8am to 8pm Monday to Friday. See below for details of the emergency out of hours service.
Out of hours emergencies
When the Customer Service Centre is closed (evenings, weekends and bank holidays) you can report an emergency to the Out of Hours Service on 020 8583 2222. A duty officer may contact you for more information about your emergency, so you will need to provide a contact number. Please note that only make safe repairs can be carried out on an emergency visit and a further appointment may be required.
