Service and support during winter

We know winter can bring additional challenges, including severe weather, heating and hot water breakdowns, damp and mould, and increased costs for some households. So we're preparing to help keep homes safe, warm and well maintained throughout the colder months.

Our teams will be keeping a close eye on heating and hot water issues, ensuring customers who may be more vulnerable receive the support they need and emergency repairs are dealt with as a priority. We’ll also continue our Winter Warmer programme, now in its tenth year, which helps us check in with older customers and identify any wellbeing, heating or safety concerns.

We're continuing to strengthen our approach to damp and mould, with specialist teams managing cases and carrying out follow-up checks to help make sure problems don't return. We're also improving our understanding of customers' individual needs and communication preferences so that we can provide the right support when it's needed most.

If severe weather affects our services, we'll keep you updated through our website, Facebook, and communal noticeboards if appropriate. If you have no heating or hot water during the winter months, this is classed as an emergency repair. You can let us know 24/7 by calling 0800 0322 433.

If you have any concerns about your heating, your home, or need extra support this winter, please get in touch so we can help.