Help with enquiries

Grampian Housing Association is keen to deliver a high quality customer focused service and has a dedicated Customer Response Unit to deal with the most common telephone enquiries from customers, applicants and others.  This includes:

  • Providing general information about the work of the Association
  • Providing general information and responding to enquiries about tenancy matters.
  • Giving advice to prospective housing applicants and existing tenants about applying for housing and assisting in completing application forms where requested.
  • Raising repair orders and liaising with contractors to ensure that agreed timescales for completion are met.
  • Dealing with factoring services enquiries.
  • Responding to new enquiries relating to shared ownership, shared equity and Help to Buy.
  • Providing basic advice about rent payments and accepting payments using Callpay
  • Providing advice about the availability of housing
  • Providing information about new housing developments
  • Ordering keys & fobs for customers

Staff in the Customer Response Unit are trained in all of the above matters.  Should your enquiry be of this nature, please contact the Customer Response Unit on 01224 202900 during office hours (9am - 5pm, Monday to Friday) or e-mail  You can arrange a meeting with a Customer Service Officer by prior appointment.

On average 60% of all incoming calls are now dealt with to completion by the Customer Response Unit.

Latest News

Scotlands Housing Minister officially op…

Grampian Housing Association is celebrating completion of three developments of new affordable homes, increasing its portfolio of properties for social rent throughout the North-east.   The developments were completed in partnership with...

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Regulator publishes its plans to engage …

Grampian Housing Association Regulation Plan 2018/19

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Help to Buy (Scotland) scheme extended

£100 million investment in scheme to assist home buyers. The Scottish Government has announced that the Help to Buy (Scotland) scheme will be extended beyond 2019, helping more people purchase a new-build...

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Office Closure - Monday 7 May 2018

Our Aberdeen and Elgin offices will be closed on Monday 7 May 2018 for the Public Holiday.  Please call 0300 123 9279 to report an EMERGENCY REPAIR (e.g. significant leak or total loss...

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Vice Chair achieves housing qualificatio…

The vice chairman of Grampian Housing Association has become the organisation’s first voluntary Board member to achieve a new qualification in housing.  Peter Kennedy, who is also one of the Association’s...

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Mutual Exchange Policy

Following consultation with both tenants and current housing applicants in January, the proposed changes to the Mutual Exchange Policy were adopted, as of 26th January 2018. To see the full...

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Christmas Office Closure (22/12/17 - 3/1…

This festive season our Aberdeen and Elgin offices will be closed as follows: From 1pm on Friday 22 December - Wednesday 3 January 2018 (9am: Aberdeen office / 10am: Elgin office) During this...

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RGU student awarded David Young memorial…

A quantity surveying graduate of Robert Gordon University has been awarded an annual prize in memory of a former chairman of Grampian Housing Association.   James Valentine, who now lives and works...

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