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Your Response help centre

You tell us you’re frustrated by lack of communication. We’re going to increase our communication with you, give you more ways to speak to us, and improve our response process.

When you have a concern, or need to report something, most of you call Your Response. Your Response is our Customer Help Centre. Our experienced team of professionals are led by Service Manager Jill Whyte and Team Leaders Danielle, Caroline, and Clair. Our friendly team are dedicated to ensuring we provide the best experience possible, however you choose to contact us. We’re always happy to help.

More ways to get in touch

You’ve told us you want to get in touch. So we’re extending the ways in which you can get help: :)

See the little box on the right of our website? This is our webchat service. Chat is currently available between 10am and 4pm weekdays.

Like our Facebook page @yourhousing Now you can message us via Facebook and we’ll respond promptly between 9am and 5pm weekdays.

Follow us on Twitter @Your_housing We’ll respond to questions between 9am and 5pm weekdays.

Remember you can report repairs using the report a repair form or call Your Response help centre on 0345 345 0272.

Getting Better

We’re sorry that more recently the telephone service has fallen short of the standard we want to provide. We now have nine extra advisors in training, with a further eight to recruit in the coming weeks. We hope this demonstrates our commitment to Working Better and making getting in touch as easy and convenient as possible.

Did you know?

In April we handled 19,758 calls totalling 3,250 hours.

We also responded to 5,915 emails and conducted 684 webchats.

Top tip

If contacting us by phone, the best times to call Your Response with non-emergency enquiries are Tuesdays to Thursdays.

Laura Eccles, Customer Services Assistant talks about life at the Your Response Help Centre...

Working at Your Response we have lots of interesting calls. A couple of my favourites included an 87-year-old gentlemen who pretty much ended up telling me his life story. Meeting Elvis, dating Miss World from Wigan and being in the war. He asked if I was on Skype and also asked me on a date for afternoon tea and dancing at Blackpool ballroom. I was flattered but had to decline.

Another lady came on asking for a toilet shower. I’m clued-up about most things but I thought she meant a shower installed above the toilet so she could shower while on the loo. Luckily Google informed me* and I rescued myself from further embarrassing questions.

One of my highlights at Response was a team building exercise we did recently where we had to split into groups and design the perfect Customer Services Assistant (CSA). As a group, we had to create them and describe all the attributes we thought the perfect CSA should have.  Our made-up Super CSA Jamie won the competition and the team chose me as the person in the team who most demonstrated the attributes. I won a voucher and the best thing was, I didn’t have to share it with Jamie. This was super-fun and so nice to get positive feedback from the people I work with.

When I’m not in work I mostly enjoy spending time with friends dancing, drinking and eating (too much) delicious food. I’m also part of a rambling group, exploring lots of beautiful places in England and Wales. I mostly end up walking miles through muddy fields in the rain and getting lost, but for some reason I enjoy it and have been to some amazing places.

As difficult and stressful as times can be at Response, I believe going through challenges is a good learning experience and can help in building working relationships. One of my favourite aspects of the job is the people I work with. Everyone is so helpful and works so hard. On the more difficult days there is always someone on hand to put a smile on my face and this job would be so much more difficult if that wasn’t the case.

As our team said in the team building exercise, not all heroes wear capes… some wear headsets.

  • A shower toilet is a combination toilet-bidet.