You can call us on 0300 131 7300 with any questions or concerns. We're open Monday to Friday, 9am – 4pm, excluding bank and public holidays.
If you have a staff member's mobile number, such as your Neighbour Services Officer or Tenancy Officer, you can call them directly.
If you have an emergency while we are closed, you can call our out-of-hours service on 0300 131 7300. They are available 24/7.
Emergencies can include flooding or serious water ingress, structural damage to the property, a gas leak, domestic abuse or severe anti-social behaviour that makes you feel unsafe in your home or that your life is in danger.
Heating is only considered an emergency between 1 October and 31 March or if you're a vulnerable resident.
Not having hot water is only treated as an emergency if you or members of your family are considered vulnerable, disabled or you have an illness which could be made worse by not having hot water.
If it’s not an emergency, please email RepairsAndMaintenance@isha.co.uk or call us during our opening hours.
If you are concerned about your building's structural safety or fire safety (alarms, smoke detectors, and evacuation procedures) or want to discuss Fire Risk Assessments (FRAs) and EWS1 forms, email BuildingSafety@isha.co.uk or call 0300 131 7300.
You can also find lots of useful information in our fire safety leaflets.
If you spot a patch of damp or mould, report it to us immediately. We will visit your property, assess the issue and if the problem is more serious, we will let you know how we will undertake the repair.
To an issue with damp and mould, email RepairsAndMaintenance@isha.co.uk or call 0300 131 7300.
If you want to raise a new repair with us, follow up on an existing repair, or have questions about who is responsible for carrying out repairs or maintenance, email RepairsAndMaintenance@isha.co.uk or call 0300 131 7300.
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.
For anything money-related, including rent payments, service charges, Direct Debits or account queries, email IncomeTeam@isha.co.uk or call 0300 131 7300.
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 abuse, or if you suspect someone is subletting their home.
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.
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.
To find out more about how you can involved and influence the services we provide to you including through the Resident Scrutiny Panel or by setting up a residents' association, email involvement@isha.co.uk or call 0300 131 7300.
We understand that sometimes you may need extra support when speaking to us. You can choose someone you trust to speak on your behalf; this is called an advocate.
An advocate can help by:
If you'd like to request an advocate, please check with them first. If they are willing to represent you, you'll need to provide us with their contact details and written permission for them to act on your behalf.
We are here to support you and make sure your needs are met. If you have any questions or need help, don’t hesitate to contact us. Your comfort and well-being are of the utmost importance to us.
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