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Update on systems restoration following cyber security incident

Following the cyber security incident which disrupted our services, we have been working urgently to restore our systems and services. Doing this in a safe and secure way takes time, but many of our services have now returned to normal.

If you need to contact us, the best way to get in touch is through the Live Chat system.

We are pleased to say that you can now also book repairs over the phone, by calling 0300 500 8000.

Please note that we are using a new phone system, so wait times in the first few weeks of the service may be slightly longer than you have experienced in the past.

Live Chat

You can contact us via our online Live Chat system. This is available during the extended hours set out below.

  • Monday, Tuesday, Thursday, and Friday: 08:30 – 20:00
  • Wednesday: 10:00 – 20:00
  • Saturday and Sunday: 10:00 – 14:00

Telephone

You can contact us to book any type of repair by telephone on 0300 500 8000 and you can also call us to discuss:

  • Paying your rent
  • Mutual exchange
  • Termination of a tenancy
  • Notification of a death
  • Anti-social behaviour
  • Keys and fobs
  • A complaint
  • Anything which means you have had to leave your home temporarily
  • Safeguarding
  • Abandonment of a property
  • Legal disrepair
  • Health and safety

Rent

We know this is a difficult situation for you and we want to reassure residents we are doing everything we can. Despite the cyber incident it’s important that you continue to make your rent payments, including any charges you are responsible for, such as service charges. This also includes payments towards any arrears you may have.

Data

A key priority for us is to understand what personal data may have been accessed as part of this incident. The main repository in which personal data is stored is our Customer Relationship Management system (CRM system) and this was not accessed.

We are still investigating the extent to which data stored elsewhere may have been impacted. We take data protection very seriously and once we have established what has happened, we will advise if you need to do anything.

In the meantime, just remember to be as cautious as ever and be aware that:

  • We will never ask you to change your bank details.
  • We will not ask you to transfer your money to ‘safe account’.
  • We do not ask you by text message to make a payment.
  • If you are unsure and something doesn’t feel right, stop.

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