We are currently experiencing exceptionally high call volumes and emails into our Contact Centre
Our team are working flat out to help, but we’re not meeting the standard we would like to give you.
More people are trying to phone us than at any time this year so far, and when answered, the calls are for help with more than one issue, or for more complex problems than usual – which means calls are taking longer too. This means that you could experience a long wait in a queue. We’re really sorry about this, and we’d like to take this opportunity to thank you for your patience.
We are aware that some customers are reporting a disconnection when speaking to a colleague. If this happens, they will phone you straight back on the number you phoned from. Please keep your phoneline clear.
How you can help:
If you need to phone us, and it’s not an emergency, please try to avoid Mondays, as these are our busiest days.
If you are calling about an emergency repair, please remember that our out of hours service is also here to help you outside of our usual office hours – so you don’t need to wait until the morning to report it. Emergency repairs are those that require immediate attention to avoid danger to occupants, or similar serious effects, or serious damage to property.
Please include as much detail as possible, including your full address, and a photo of the problem if it’s a repair. We are working through our emails as quickly as possible, but at the moment it is taking about a week to respond. Please don’t send follow up or chase emails unless you haven’t heard for more than a week – as it adds to the queue.
If you want to report an ASB issue, or to make a complaint, the quickest way to do this is by using our new MyWandle online services. You can find out more, including requesting your account, here.
Did you know that you can report your repair by email?
Send us an email on firstname.lastname@example.org. Put your postcode in the email subject, and tell us your full address and about the repair in the email.
Problem with your gas central heating?
The quickest way to get it resolved is to contact K&T Heating directly on 0800 092 2420 (free from a mobile) or 020 8269 4500. These numbers are open 24 hours a day.
You can also email them on email@example.com
Speaking to our Customer Services team
We're open 8am - 6pm, Monday to Friday for general enquiries.
You can email us on firstname.lastname@example.org.
You can also call us on 0300 2000 120. Our phone lines are busiest on Mondays and Fridays.
If you have an emergency, or an emergency repair, you can call us 24 hours a day on 0300 2000 120. Outside of our working hours your call will be taken by our out of hours service.
Emergency repairs are those that require immediate attention to avoid danger to occupants, or similar serious effects, or serious damage to property. Any repairs that are not emergencies will not be picked up by our out of hours service.
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