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Service updates

As we return to normal, here's how you can contact us:

We are now starting to contact customers to rebook missed repair appointments.

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On 20 July, we discovered malicious attempts to access our systems. We have no evidence that this attempt was successful, or evidence of any data breach.

At present here's how you can contact us:

We are now contacting customers to rebook any missed repair appointments.


Latest update

04/08/22 | 16:00

Many of our services are as they should be. Our neighbourhood coaches are available for you to speak to – find the contact details for your coach - while our income colleagues and support workers are also available to help. Our gas and electrical safety inspections are happening as normal and we’re continuing with our planned maintenance programme.

We are rebooking any appointments we have missed over the past two weeks and aim to have completed this soon. Unfortunately, we are not taking any new repairs requests at the moment unless it is an emergency, but you can contact us using live chat for all other enquiries.

We know some of our services aren’t back to normal yet; we aren’t able to take new non-emergency repairs just yet and our lettings service isn’t fully operational. If you are affected by this, you can contact us via live chat for more information.


Detailed updates


Previous updates

  •  

    We have sent an email out today to all customers. Here are the contents of the email. In this email, our chief executive Robert Nettleton informs customers that there has been no evidence of a data breach and that our focus now is returning to normal in a safe and controlled manner. There is also information on how to get the support you need during this incident, how we are managing missed appointments, and an update on Direct Debit payments.

  • We have sent an email out today to all customers. Here are the contents of the email. In this email, we provided an update about Direct Debit payments and information about existing complaints and requests that you may have had with us. It also included your new tenancy reference number so you can make a payment over the phone. If this was blank it is due to us not having full access to our systems.


  • We have sent an email out today to all customers. Here are the contents of the email. In this email, we added your new tenancy reference number so you can pay over the phone. If this was blank it is due to us not having full access to our systems.

  • Yesterday we identified some malicious attempts to access our systems. 

    • We are working closely with our partners to thoroughly investigate the issue
    • We do not have any evidence that these attempts were successful

    As a precaution, we shut down all our systems including taking our customer portal offline.

    Next steps

    We are planning a gradual return to normal operations. This will take time as we want to make sure we turn systems back on in a logical order. We will provide further updates as necessary.

  • Earlier today we identified some malicious attempts to access our systems.

    We do not have any evidence at this time that these attempts were successful.

    As a precaution, we have taken steps to secure our systems, including temporarily taking our customer portal offline. This means we can only take emergency calls, which include danger to life and/or property.  Please do not call or email us for non-emergencies at this time.

    It’s important that we resolve this incident in a secure way and this may take some time. We will keep you informed of any updates.

    If you have any concerns, please speak to your neighbourhood coach on their mobile phone. Our coaches will continue to work in your community and provide advice and support. You can find their number via our neighbourhood coach search.  

    Will will provide further updates tomorrow (Thursday 21 July). 

    Thank you for your patience while we're working to resolve the issues.

  • Due to an unexpected event, we're currently experiencing issues. This means we can only take emergency calls via 0330 1234 034. Please do not call or email us for non-emergencies at this time.