Contact us
We have one number for you to contact us on: 01226 787878. Our contact centre team are available for all general enquiries Monday-Friday 9am-5pm.
You should also use this number to report an emergency repair out of hours - the Repairs Hotline is open 24/7 for emergencies.
Lettings
For help with lettings and the housing register, contact our Homeseeker Team
Click here to send us an eform
Phone 01226 787878
Click here for more information
Rent
For help with your rent please contact our Income Team
Click here to send us an eform
Click here to email us
Phone 01226 787878
Click here for more information
Tenant support
For tenant support, please contact our Tenants First team
Click here to send us an eform
Click here to email us
Phone 01226 787878
Click here for more information
Get involved
For involvement opportunities, please contact our Customer Engagement Team
Click here to send us an eform
Click here to email us
Click for more information
Calls from 01226 818145
If you have former tenancy arrears with us, we may contact you to discuss these. If you receive a call from 01226 818145 or a text from Berneslai, this is a legitimate call and you'll be directed to a member of the Berneslai Homes Income Team to discuss your account.
Calls from 01226 818019 and 01226 818075
If you have current tenancy arrears (CTA) with us, we may contact you to discuss these. If you receive a call from 01226 818019 (Berneslai CTA) or 01226 818075 (Berneslai Garages) or a text from Berneslai, this is a legitimate call and you'll be directed to a member of the Berneslai Homes Income Team to discuss your account.
Calls from 01226 818169, 01226 818156, and 01226 818157
If you've recently contacted us for a repair, to make a complaint, or to report anti-social behaviour (ASB) we might get in touch to hear your feedback. If you receive a call from 01226 818169 (repair), 01226 818156 (complaint), or 01226 818157 (ASB), this is a legitimate call to get your feedback on our services.
Contact methods and our response times
If your enquiry isn’t urgent, we encourage you to get in touch with us online. You can find a full list of our eforms here as well as throughout the site on the relevant pages.
You’ll get an instant reply confirming that your eform has been received. The confirmation will also give you a timescale as this changes depending on the form completed. We’ll reply to the most simple contacts in three working days.
If you email us we will acknowledge it within one working day and aim to follow up within five working days.
Specific team contact details can be found above.
We will answer:
- Repairs and general enquiries line 01226 787878, Monday to Friday 9am until 5pm, excluding Bank Holidays.
- Emergency repairs 01226 787878, 24 hours a day, 7 days a week.
We do our best to answer at least:
- 80% of repair calls within three minutes
- 75% of all other calls within five minutes
There may be times when we have longer queues. When this happens, we’ll change our automated phone messages so you can decide if you want to wait, call back at a less busy time, or contact us online.
We'll provide you with a full response to your letter (with the exception of complaints) within five working days.
Supporting our customers to access our services
We ask for and record information about our customers to help us support you in the best way possible. You can tell us your preferences for we visit you, for example if we should use a certain door, wait a bit longer for you to answer, or knock loudly.
You can also let us know if you have a particular communication need. Below are some examples of how we can support you. If you’d like to access any of these services, please let us know by:
- Email customerservices@berneslaihomes.co.uk
- Phone 01226 787878
Don’t forget to tell us your name and address.
Online
We aim to subtitle our video content. Some older videos don’t have subtitles, but we are replacing them with ones that do.
Face to face
We can arrange to provide British Sign Language (BSL) interpreters, lip speakers and lip readers, and a range of other help for our Deaf customers. This can be in a customer’s home or at another suitable location. We aim to arrange this service within five working days.
Phone
Relay UK is a free service to help people with hearing and speech difficulties communicate with anyone over the phone.
You don't need any special kit – just download the app from the App Store, Google Play or the Microsoft Store onto your smartphone, tablet, or computer.
Online
Our website is compatible with screen readers and our images have ALT text descriptions. Our accessibility tools found at the top of the page include zoom, plain text mode, high contrast mode, and text zoom. To reset at any time, simply press the arrow button.
Face to face or phone
We’re usually able to communicate verbally either face to face or over the phone.
In writing
We can send large print letters.
Additional support
If you need it, we can provide information in braille or on audio tape or CD.
Online
Our website can be translated into other languages. Use the translate button at the top of the page to select your language.
Phone
We use a telephone translation service which allows us to communicate with tenants quickly and easily in their own language. The service supports over 230 languages and dialects.
We arrange a three-way telephone conversation where interpreters accurately and securely pass on information between the tenant (using their own language) and Berneslai Homes staff.
This is a service we can arrange either on demand or by appointment.
Face to face
We use a face to face translation service in a customer’s home or at another convenient location. This sometimes takes us up to five days to arrange.
In writing
Translating into foreign languages takes time, is expensive, and often does not resolve the customer’s enquiry, and so we don’t usually offer written translations. If needed we will translate legal documents, such as a notice to end a tenancy.
Site-ul nostru poate fi tradus în alte limbi. Utilizați butonul de traducere din partea de sus a paginii pentru a selecta limba dorită. Instrumentele noastre de accesibilitate includ zoom, modul text simplu, modul de contrast ridicat și mărirea textului. Pentru a reseta în orice moment, pur și simplu apăsați butonul cu săgeată.
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