Customer Service. if you live in one of our homes, find out about the services we provide. North Hertfordshire Homes

Transcription

1 Customer Service if you live in one of our homes, find out about the services we provide North Hertfordshire Homes

2 North Hertfordshire Homes Want to report something that needs fixing? make a payment or check your rent balance? get information when you need it? tell us about your changes? We ve made our customer service easy and straightforward with opening hours that fit around your life. Because we ve changed our services, we ve updated the Tenancy Handbook to reflect the services we provide. You can use a smart phone, tablet or computer to see the new handbook at or you can call us on

3 Self service 24/7 To make your life easier we ve developed mynhh which enables you to pay your rent, see your balance, report a problem and check progress on repairs all in one place at a time convenient to you. Your personal area of the website. Got a question, need info or just want the latest news? has the answers anytime of the day or night.

4 Customer Service Open 8am to 6pm, Monday to Friday. Our customer service team can be contacted by between 8am and 6pm, Monday to Friday on Our locally-based customer service team, staffed by people who know our customers and the neighbourhoods, are your first point of contact on We re still able to meet customers face to face when it s needed though. If you can t get online using a smartphone, tablet or computer, our customer service team can answer calls between 8am and 6pm, Monday to Friday

5 Sometimes life can be more of a challenge than usual. We ve got a new service that can provide extra help when it s needed. Extra help when you need it At North Hertfordshire Homes we ve a tenancy support service dedicated to helping residents sustain their tenancies. Our team provides advice and assistance around a wide range of issues including benefits and access to other support relevant for your needs. Experienced, sensitive team available to give extra help if you are struggling with personal issues that affect your tenancy Teams are fully mobile, so can meet you face-to-face at home, at our office or somewhere more convenient Short term difficulties don t have to become long term problems. Contact us if you think you may need extra help and together we ll discuss if this service is right for you.

6 About our repairs service We wrote to you at the end of last year telling you that we might need to make some changes to the repairs we are able to do. The good news is that we ve managed to make the service more efficient without cutting back on what we do. A few things are changing to keep costs down so we ve updated the tenancy handbook to reflect these changes and you can find it online at The same great service we ve always given

7 Other news we d like to tell you about Oakray Ltd are our new heating partners. You will see them in homes servicing heating appliances and doing annual gas safety checks. Clean Green are the new contract cleaning team appearing in flat blocks. You ll see them washing windows, sweeping floors and generally keeping communal areas clean. We re now sending out a printed rent statement twice a year along with a news round-up of any special messages we need to share. Don t forget that mynhh is available 24/7 for instant access to your rent balance. Watch out for the talk2us campaign we are running during So we can deliver better services we will be ing, texting or visiting homes to update the information we have about you.

8 Your personal area of the website. See your rent balance, personal details and track progress on repairs. How to contact us Our new single address. Send us your repair reports or ask questions. Our customer service team will respond to s between 8am and 6pm, Monday to Friday. There s a lot going on so don t forget you can keep up to date by using your smartphone, tablet or computer. If you can t get online using a smartphone, tablet or computer, our customer service team can answer calls between 8am and 6pm, Monday to Friday North Hertfordshire Homes Limited Rowan House, Avenue One, Letchworth Garden City, Hertfordshire SG6 2WW.