We’re always looking for ways to make life easier for our customers – and we want to make it as simple as possible to get in touch with us in a way that suits you. We know that there are lots of options available, so we thought we’d remind you how to reach out and where you can find the information you need.
Don’t forget, when you get in touch we’ll need the following information from you so we can resolve your query as quickly as possible:
- Full name
- Contact information – an email address or telephone number
- Details about the issue – including anything you’ve already tried to resolve it
- Your date of birth (so we can verify your identity)
You might not always need to contact us to resolve your query. We’ve recently launched the Help Hub, a knowledge library filled with information that can help you manage your home and resolve any issues without needing to get in touch. There are even how-to guides and videos to show you how to do basic repairs around your home. The Help Hub is full of the same information our advisors use to help you, so we’d always recommend checking here first to see if your question’s already been answered.
You can access it at any time via our website or by clicking here.
You can use live chat to speak directly to a customer services advisor Monday-Friday, between 9am and 4:45pm. You can escalate chats to a voice call or a video call to show us any issues and get support instantly. It’s easy to use – just visit the contact us page on our website and click the orange ‘live chat’ button in the bottom right hand corner.
MyAccount is our online self-service portal, allows you to book a repair and an appointment that suits you, pay your rent and update your details from one simple system. You can even set up a Direct Debit so you know when your rent will leave your account every month.
It’s available 24 hours a day, seven days a week – so you can manage your home at a time and a place that suits you. Click here to go to MyAccount.
Our social media channels are managed by our communications team and you can send them a direct message during office hours, 8:30-4:30 Monday to Friday. They will either signpost you to where you can find the information you need, or raise the issue on your behalf with the customer services team.
Telephone and email
For more complex queries you might find it easier to explain what’s going on over the phone or in an email – and we’re always happy to talk to you. You can call the customer services team on 0300 456 2531 or email CSenquiries@futureshg.co.uk. If you’re emailing, please make sure you include all the information in the list above.