We’re sorry if you haven't heard back from us 

 

We recently found that a technical issue meant some messages sent through our website contact forms did not reach our Alliance Contact Team (ACT). 

We’re sorry if this affected you. The issue has now been fixed and all messages received have been passed on to the relevant team. We’re working through them as quickly as we can. If you’ve been waiting to hear from us, thank you for your patience – we'll be in touch soon.

If your enquiry is urgent, please call us on 03000 120 120.

We’re sorry for any inconvenience this has caused.

Q: What was the issue with the form?

We recently identified that messages submitted though two of our website contact forms between 4 December 2024 and 8 April 2025 were not correctly directed to the Alliance Contact Team (ACT) due to a technical issue. As a result, some enquiries were not responded to as expected.

Q: Have you fixed the issue?

Yes. The issue has now been resolved, and the forms are working as they should. All forms submitted via our website are now being received by the Alliance Contact Team or other relevant teams within Alliance Homes.

Q: Were all forms on the website affected?

No, only the ‘Contact us’ form and the ‘Hire Jubilee Hall’ form were impacted. All other website forms have been working correctly.

Q: What are you doing about the missed messages? 

We’ve recovered all form submissions made during the affected period and have shared them with the relevant teams. We are now working through these messages and aim to respond to everyone as quickly as possible.

Q: Do I need to do anything?

If you submitted a message and haven’t heard back from us, you don’t need to do anything right now – we're working through the enquiries and will be in touch. However, if your enquiry is urgent, or has since changed, we recommend contacting us again using the updated ‘Contact us’ form or by calling us on 03000 120 120.

Q: Can I make a complaint about this?

Yes. If you’re unhappy with any delay in our response and would like to raise a complaint, you can find our complaints process here or call 03000 120 120 for support.

Q: What are you doing to prevent this from happening again? 

We’ve tested all forms on our website to make sure they are working as intended. We’re putting new checks in place to monitor our web forms.