Contact us

We value open and respectful communication on our social media channels. To maintain a safe and inclusive space for all read our 'house rules'.

Chat to us Facebook:

www.facebook.com/alliancehomesgroup 

Follow us on Instagram:

www.instagram.com/alliancehomesgroup/ 

Keep up to date on X (formerly known as Twitter):

https://x.com/Alliance_Homes 

03000 120 120 

Monday to Friday, 8am - 5pm

Option 1

If you have a query about Connect, our customer portal.

Option 2

Rent payments

Option 3

Repairs and maintenance or gas and electrical servicing.

Option 4

Community safety including anti-social behaviour, hate crime and domestic abuse.

Option 5

Support services, including Home from Hospital, Tamar Wellness Centre, Home Energy Service or carers support service.

Option 6

Anything else

If you have an emergency outside of these hours, call us and you will be directed through to our out of hours emergency line. 

Out of hours emergency line 

03000 120 120 (Lines open 5pm-8am)

For media enquiries, please email communications@alliancehomes.org.uk.

Please use the following email addresses:

councillor@alliancehomes.org.uk

mpenquiries@alliancehomes.org.uk

We provide support for individuals with additional needs, such as language assistance and accessibility accommodations.

For more information about the adjustments we offer to help you access our services, please see the summary of our reasonable adjustments policy.

We will:

• Be available Monday to Friday from 8am to 5pm on 03000 120 120, with an emergency response outside these hours
• Aim to answer 80% of calls within 20 seconds and provide a call back-service during times of high-call volumes.
• Aim to answer all messages within five working days, including letters, emails, messages sent through our online customer portal, Connect, and social media.
• Try to resolve your query without passing you on to someone else. If we can’t, we’ll make sure the right colleague gets back to you within five working days.

We will:

• Communicate in a way that’s easy to understand and accessible for everyone.
• Use the channels that work best for you, whether digital, print, or face-to-face, and review and adapt them to make sure they meet your needs
• Offer alternative formats (such as large print, braille or translation into a different language), and reasonable adjustments (such as communicating through a support worker), when you need them.
• Use our corporate communications channels to give you clear, accurate and timely updates about what’s happening, including changes or issues that affect our services, homes or communities, and to keep you informed in a crisis.
• Keep our tone, style and brand consistent wherever you see our communications.
• Regularly review our communications, monitor trends and new technologies, and make changes so we stay relevant and effective.

We will:

• Be clear on our Customer Complaints Policy and Complaint Handling Procedure.
• Work in line with Housing Ombudsman’s Complaint Handling Code.
• Log and acknowledge all complaints within five working days of being received.
• Send a full response to your stage 1 complaint within 10 working days of the complaint being acknowledged.
• Send a full response to your stage 2 complaint within 20 working days of the complaint being acknowledged.

Please note this is a summary of the key points from our Complaint Handling Policy. For more information, read the full document.