We're Here to Help You


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 Thurs; 9am-4pm Fri. 11:30am opening on Wednesdays for staff training) or e-mail [email protected].  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 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. 

 

Latest News

Grampian Housing Association and Barratt…

In a partnership with the Association and Moray Council, Barratt hands over the final affordable homes at its Findrassie, Elgin development Tenants of Grampian Housing Association are happy to be receiving...

Read more

Rent increase 2024/25

This week we are sending emails/letters advising tenants about the 7.7% rent increase which will take affect from 1 April 2024. Tenants were consulted on the proposed rent increase in December...

Read more

GOALS - New centre of excellence for lea…

The learning and development opportunities offered by Grampian Housing Association have been brought together in its new GOALS initiative. Formally launched to staff this week, GOALS demonstrates the Association’s commitment to...

Read more

'The Noise App' - 1 month trial

Starting today, Monday 22 January, Grampian Housing is running a 1 month trial of ‘The Noise App’. ‘The Noise App’ helps you record any persistent noise nuisance where you live and...

Read more

Festive Message from Grampian Group CEO …

As part of my festive message to tenants and our customers, I wanted to remind everyone of our commitment to continue to support you and provide the best service we...

Read more

Rent Consultation 2024-25

We need your views! Each year we (Grampian Housing Association) review our rents on the 1 April to take account of inflation, changes in interest rates charged on our loans and year...

Read more

Ballater development wins architectural …

The Old School - Aberdeenshire Council Our ambitious Old School regeneration project at Abergeldie Road, Ballater has won the Building communities for the future category and was also commended in the...

Read more

New Heat & Eat initiative wins natio…

It was a double win for Grampian Housing Association at this year's Chartered Institute of Housing Scotland Awards Cermony.  Our new Heat and Eat initiative was announced the winner of...

Read more

Craig Stirrat, CEO wins CIHS Lifetime Ac…

Our Chief Executive, Craig Stirrat, won the Lifetime Achievement award in housing at the Chartered Institute of Housing Scotland (CIHS) annual awards ceremony.  It was awarded in recognition of the...

Read more

Logos for IIP, Healthy Working Lives and Happy to Translate