IMPORTANT UPDATES DUE TO ONGOING CORONAVIRUS PANDEMIC

Due to the ongoing coronavirus pandemic, we have made the following changes to our services:

Housing Officers / Neighbourhood Officers
Our Housing Officers / Neighbourhood Officers are offering a phone service for enquiries but visits will only be carried out if an emergency occurs. In the first instance please email info@grampianhousing.co.uk or call 0300 123 9279.

 
We're Here to Help


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 0300 123 9279 during office hours (9am - 5pm Monday to Thurs; 9am-4pm Fri. 11:30am opening on Wednesdays for staff training) or e-mail info@grampianhousing.co.uk.  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.

However, if you would like to speak to another department, such as your Housing / Neighbourhood Officer or Area Technical Officer, then please let them know and they will either transfer your call or will log a contact for you to be contacted. 

 

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