Phone us

If your enquiry is not urgent then we would encourage you to get in touch with us online. We have a range of online forms on our  “tell us about it” and “apply for it” sections so you can get in touch with us. We will aim to get back to you within 2 working days.

General Enquiries 01226 775555

(Monday to Friday 9am – 5pm).

Phone us about: rent, housing benefit or insurance; the Maintaining the Barnsley Homes Standard programme (our programme for improving homes); problems on your estate such as vandalism, antisocial behaviour; your tenancy; ending your tenancy; your housing application; mutual exchanges; renting a garage; making a complaint, comment or compliment; and warden service.

Repairs Hotline on 01226 787878

(24 hours a day, 7 days a week)

Phone us to order, cancel or ask about a repair that you have ordered but has not been completed; make or change an appointment for a repair; or comment on the quality of a repair.

You can report repairs out of normal office hours but we will only come out to you if it is an emergency.

Contact your Housing Management Officer (HMO)

Most things can be sorted out by using the main General Enquiry phone number – 01226 775555.  But there may be occasions when you want to contact your HMO direct.  We’ve published details of how to contact your HMO

101 – The police non-emergency number

You should call 101 to report crime and other concerns that do not require an emergency response. You should always call 999 when it is an emergency.

Berneslai Homes Telephone Answering Standards

Our telephone answering standards ensure that we deliver excellent telephony services.

What are our standards?

We promise our customers that we will:

  • answer phones between our core hours which are:
    • Repairs Hotline 787878, 24 hours a day, 7 days a week.
    • General enquiries line 775555, Monday to Friday 9am until 5pm; and Saturday morning 8am to 1pm. Lines are closed bank holidays.
    • Berneslai Homes Monday to Thursday 8.45am until 5pm and Friday 8.45 am to 4.30pm. Lines are closed bank holidays.
  • answer 80% of phone calls within 15 seconds;
  • answer at least 95% of all calls;
  • not put customers on hold for longer than 2 minutes;
  • return all phone messages within 1 working day; and
  • introduce the company and ourselves when we answer the phone.

Berneslai Homes Telephone Greeting

All incoming calls on either mobile or landlines (excluding 787878 and 775555) should be answered with the following greeting:

“Good Morning/Good Afternoon Berneslai Homes – (Name) speaking.” 

Voicemails and answer phones on Berneslai Homes landlines

The answer phone greeting must be personalised and give:

  • the company name;
  • your name;
  • when you will be able to return the call;
  • an urgent contact; and
  • what details they need to leave so that you can call them back.

An example of a good answer phone message is below:

“Hello.  You are through to Berneslai Homes and I am “Your Name”.

I am sorry I am unable to take your call just now.  Please leave your name, your address and your telephone number after the tone and I promise to phone you back within the next 1 working day.

If you enquiry is urgent please phone our office on ???????????. I repeat ???????????.  Thank you”


Telephone call recording

We have telephone call recording on some of our telephone lines that you may use. Some departments and staff members also have mobile phones or landlines which have a voicemail recording facility where you can leave a message.

The phone lines that may be recorded are:

  •  Repairs Hotline on 01226 787878
  • General Enquires Line 01226 775555
  • Service Control Unit 01226 773731

You will be told at the start of a conversation if this will be recorded, unless the law states otherwise (e.g. in relation to the prevention and detection of crime or fraud).
We may listen to the recording for the following reasons:

  • to monitor calls to ensure we are providing you with the best possible service;
  • to train staff to respond and deal with your calls;
  • to resolve queries; and
  • to prevent, detect, investigate and prosecute fraud.

We do this to offer a good customer service, support our staff and to protect public funds.
If you do not wish to have your call recorded then you can use other ways of contacting us, such as online or in person. Simply visit our ‘Contact us’ section to find out more.

Telephone payments
When you make a telephone payment we do not record the part of the conversation that includes your bank account number, sort code or payment card details. Your call is routed to a separate system held by us for this purpose.

How long do we keep your telephone call recording?
We will automatically delete call recordings 12 months after the call was made, this also includes voicemail recordings made on a landline number. Any voicemail recordings on mobile phones will be deleted within 1 month. Calls may be kept longer if there is a business need; for example evidence to support a complaint.

This ensures that we can use the recording for the purposes given above. We may take a transcript of the recording where you have raised a query or the information is required for the purposes of preventing, detecting, investigating and prosecuting fraud; this will be kept securely in our records for a period as defined by our retention schedule.

Who do we share your information with?
The telephone recording and data collected during the call may be shared with other parts of Berneslai Homes and in some cases external organisations and the Council if they have a legal right to see it. For more information on data processing you can take a look at our specific privacy notices.

Do we transfer your telephone call recording outside of the UK or EEA countries?
Our telephone conversation recording is captured and processed on computer systems in the UK.

Your rights
The information you provide will be managed as required by Data Protection law.
You can find out more about your rights and how we process your personal information under the your personal data section.