Chat with us online
Our Virtual Assistant is here to help answer your questions 24/7. Our Live Chat service can put you in touch with one of our trained advisors during our opening hours.
How to use the chat panel
You can launch the chat panel on any page by clicking the chat icon in the bottom right of the screen. Once you click the chat icon, the chat panel will open.
The chat panel will appear as a small panel in the bottom right corner on desktop. It will appear as a new, full-screen on mobile.
Type your message to the Virtual Assistant or Live Chat agent in the text box that has 'Type message...' inside.
To send your message, click the arrow button, beside the text box or press Enter on your keyboard.
Press the X in the top right of the panel to close the chat panel.
Our Virtual Assistant
What is our Virtual Assistant?
Our Virtual Assistant is a chatbot or chat robot. It uses artificial intelligence to understand your question and offer an answer.
Each time you use the chat service, you'll connect to our Virtual Assistant first. It can be the quickest way to find answers to your questions without speaking to a Live Chat agent.
Asking questions to the Virtual Assistant
When using the Virtual Assistant, it’s good to keep it simple with short sentences. This makes it easier for the Virtual Assistant to understand and give the best answer. For example, you could type: “I want to report a repair”.
The virtual assistant won’t be able to discuss personal information, including:
- your tenancy details
- your rent account
- your repair requests, current or historical
Please do not give any personal information to the Virtual Assistant. You'll only need to supply personal information when you speak to a Live Chat agent.
Our Live Chat
What is Live Chat?
If you cannot find answers from our Virtual Assistant, then you can use our live chat service.
Live Chat allows you to speak to a member of the contact centre team. You can use the live chat service any time during our opening hours.
Our Live Chat opening hours are:
- Monday 8.30am – 5pm
- Tuesday 8.30am – 5pm
- Wednesday 10am – 5pm
- Thursday 8.30am – 5pm
- Friday 8.30am – 5pm
- Saturday - Closed
- Sunday - Closed
Please note, the Live Chat agent will ask you security questions to access your personal information.
To access Live Chat, type 'Live Chat' in the text box of the chat panel when speaking to our Virtual Assistant.
What happens after using the chat panel?
After using the Virtual Assistant or Live Chat, you can download a copy of your chat for your records.
When you close your Live Chat session, you'll be asked to complete a quick survey about your Live Chat experience.
We'll also send a link to leave a review of our services on Trustpilot.