The Services Centre provides a frontline contact point for tenants to report their repairs. It is a one stop shop, with all customer advisors trained to the highest standards to provide an efficient and helpful service to our tenants.
Contacting Choice to report a repair or housing management enquiry is now easier than ever by calling the Services Centre. We have introduced a local call rate number 0300 111 2211 that will put you straight through to our Services Centre Advisors.
The Services Centre advisors are multi skilled and can resolve many of your enquires immediately. If your query is of a more complex nature we will ask your Housing or Property Services Officer to contact you directly.
Customer care is highly important to us and we will do everything possible to ensure that you are fully satisfied with our service.
All calls are tracked and recorded from the first second you call the Centre and monitored until fully resolved by the Advisor, Housing or Property Services Officer.
Choice has set high standards in improving and developing our service to tenants and this call tracking facility will help us to provide tenants with a more responsive service.
We deal with all your property repair needs, from logging the repair through to following up with our contractors to ensure that the work is done in a timely fashion. All repairs are categorised as emergency, urgent or routine; each with a time frame for your repair to be completed in. For emergency repairs, we aim to respond within 24 hours. We will complete urgent repairs within 4 working days, depending on the type of repair and all repairs categorised as routine will be completed within 20 working days.
To ensure that your repair is completed to the highest standard, we may have a skilled Property Services Officer contact you to inspect or assess your repair request.
Choice aims to offer the highest standard of Customer Service, however sometimes things can go wrong. You can contact the Services Centre for an informal discussion about the issue you are unhappy about. We will try to sort out your problem quickly and to your satisfaction. If you are not happy with the steps already taken, or you would rather refer the problem to someone else, please ask to be put through to our Customer Services Officer who will register your complaint.
We want to hear from you if you have any comments, suggestions or compliments about our services or staff.
We can provide you with an information pack on the housing application procedure, and provide further information on properties that we currently have available.
If you are interested in moving to another property, we can provide you with the application pack and will then process your application for you.
From how to apply to where to apply, we can provide you with Housing Benefit forms and detailed assistance from your Housing Officer.
Our team of Advisors are here to assist you if you are ever in arrears. We recognise that every situation is unique and will help you to resolve any payment issues.
To make the payment of rent as convenient as possible, we offer you the option of paying by debit card, credit card or using our swipe card scheme.
We want you to be safe, happy and secure in your home and will assist you to resolve any problems in your neighbourhood.
If you have a disability we can adapt your home upon receiving an Occupational Therapist recommendation. We will process your adaptation quickly to meet your need.
Choice is pleased to be working in partnership with Fold Telecare for out-of-hours telecare services. Fold’s highly trained team of Advisors will ensure that our tenants will continue to receive a consistently high level of service 24 hours a day, 7 days a week.
Sheltered and supported tenants can use a simple pull cord in the living room, bedroom and bathroom as a quick and easy way to call for help and assistance.
If the Scheme Coordinator is not on the premises at the time, or the call is out of normal working hours, tenants will be immediately transferred to the Fold Telecare call Advisor Team.
Choice also operates an emergency repair helpline through Fold Telecare for tenants who have an emergency repair outside normal office hours.
To access this service, you can telephone the Helpline on 0800 731 3081
