Contact Us

We offer a personal and responsive service and a range of ways to contact us.  Our opening hours are Monday to Friday 8.30am to 5pm.  If visiting us in person, our reception at Pioneer House is open Monday to Friday 9am to 4pm. 

Ways to contact us:

  • Our website can provide answers to many queries 
  • You can use our Chat Live now! facility accessed from our website homepage if you need a speedy reply during office hours. 
  • Alternatively scroll down to our Contact Us form below.  We will reply within one working day.
  • Our email address is
  • If you need to speak to us our phone number is 01462 683307 
  • Our out of hours emergency repairs number is 0300 303 0029
  • Our reception at Pioneer House is open Monday to Friday, 9am to 4pm
  • If you are visiting us in person and wish to discuss an issue with a named member of staff, please contact us for an appointment


Our Head Office address

Pioneer House

Norton Way South

Letchworth Garden City


Find us here

How to make a complaint

If you are dissatisfied, please let us know so we can help to resolve things for you as quickly as possible.

You can report a complaint in whatever is the easiest way for you:  Speak to us, phone us, email us, 'Chat Live' with us during office hours, or complete the Contact Us form at the bottom of the page any time. 

Complaints are important as a measure of how we are providing our services and they also give us an opportunity to show that we value our residents by being open and accountable, and by treating residents with respect and integrity.

Read our Complaints Policy about how we handle complaints and what to expect. 


The Housing Ombudsman

We have adopted the Housing Ombudsman's Complaint Handling Code 2024 

Details about the role of the Housing Ombusdman and how they can help residents to resolve complaints against their housing association can be found on the Housing Ombudsman website  here

Residents have a right to access the Ombudsman service and can engage with the Ombudsman about a complaint by contacting them:

Please note, we operate a two stage complaints process that we ask residents to go through before escalating to the Housing Ombudsman .

Comments and compliments

Tell us how were doing  - We welcome comments about our housing services and we use your feedback to review how things are done and to make improvements.  If we've done well, why not give us a compliment ?  Compliments are much appreciated and shared with the department, member of staff or contractor.  Simply complete the Contact Us form or email

Contact Us

Contact Us Form

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