Putting you in touch with the right person, first time

We know that it’s important for you to be able to speak to the right member of staff who can help you with your enquiry. That’s why we’ve made changes to how we handle calls and emails to get you to the right person as quickly as possible.

The old way we handled calls and emails

Previously, we had a specific team to handle general enquiries. They were called the Customer Services Team (CST). They fielded any calls to 0300 131 7300 or emails sent to cst@isha.co.uk.

Where possible, they would try to resolve your enquiry there and then, but often, they had to transfer you to another colleague.

This sometimes led to delays in responding to you or colleagues being unaware that they needed to get in touch to you.

What’s changed

In our continuous effort to enhance our customer service, we have now embedded members of CST within the specific, specialist teams who are best placed to manage your enquiry through to completion and do so in a timely manner.

Therefore, instead of a general contact email address, we’re now advising residents to contact the relevant team directly.

If you want to call us, the contact phone number has stayed the same – 0300 131 7300 but there are new options to get you straight through to the appropriate department.

Department contact details

Repairs and maintenance

If you want to raise a new repair with us, follow up on an existing repair, suspect there may be an issue with damp and mould or have questions about who is responsible for carrying out repairs or maintenance, email RepairsAndMaintenance@isha.co.uk or call 0300 131 7300.

If it’s an emergency and our office is closed, call 0300 131 7300 to speak to our emergency, out-of-office team.

Rent and service charges

For anything money-related, including rent payments, service charges, Direct Debits or account queries, email IncomeTeam@isha.co.uk or call 0300 131 7300.

Tenancy

If you rent your home from us and have a query about your tenancy that is not about money or finances, email TenancyTeam@isha.co.uk or call 0300 131 7300.

You can also contact the Tenancy Team to report issues like anti-social behaviour (ASB), concerns about serious issues such as domestic violence, or if you suspect someone is subletting their home.

Communal areas and your local neighbourhood

To talk with us about the communal areas of the building where you live, the estate, car parking, or issues related to the local neighbourhood (such as gardens and outside areas, rubbish or recycling collections, or to report fly-tipping), email Neighbourhoods@isha.co.uk or call 0300 131 7300.

Leaseholders and shared owners

If you are a leaseholder or shared owner (you own part of your property) or are interested in becoming a leaseholder, email HomeOwnership@isha.co.uk or call 0300 131 7300.

Compliance

If you have a question about electrical or gas safety, or you’ve been contacted about granting us access to carry out a gas safety check (CP12), email ComplianceTeam@isha.co.uk or call 0300 131 7300.

Building safety

If you are concerned about the structural safety of your building, have concerns about fire safety (alarms, smoke detectors and evacuation procedures) or want to speak to us about fire risk assessments (FRAs) and EWS1 forms, email BuildingSafety@isha.co.uk or call 0300 131 7300.

More information

We’ll be updating our website and publications with the new contact email addresses over the coming weeks, but if you do have any general queries or are unsure who to email, call 0300 131 7300.