General enquiries
You can call the Customer Service Centre on 020 8583 2000 from 8am to 6pm Monday to Friday
Select option 2 for rents, service charges and all other general enquires.
Select option 1 to report a Repair to the Repairs Call Centre
If you are calling from a mobile dial 020 8583 4000, the cost of the call will be cheaper from mobiles but charges will vary depending on your network charges.
The Customer Service Centre will deal with any query you have regarding:
- Your rent account
- Tenancy, including change of circumstances, Locata and moving
- Anti-social behaviour
- Rent a garage
- Leaseholder general enquiries
- Other general enquiries
You can also:
Send an e-mail to customerservicecentre@hounslowhomes.org.uk
Or write to us at:
Customer Service Centre
Yellow Zone
Civic Centre,
Lampton Road,
Hounslow,
TW3 4DN
If you would like to make an enquiry in person, visit your local housing office
Reporting your repairs
You can call the Repairs Call Centre on 020 8583 2000 (minicom number 0800 389 9821) from 8am to 8pm Monday to Friday - Select option 1- for all your repair enquiries .
The Repairs Call Centre will deal with any query you have regarding:
- report any new repairs
- queries about existing repairs
- enquiries about caretaking and estate issues
You can also:
Send an e-mail to repairs.team@hounslowhomes.org.uk
Or write to us at:
Repairs Call Centre
Ashmead Road Depot
Ashmead Road
Feltham
Middlesex
TW14 9NN
If you would like to make an enquiry in person, visit your local housing office
Make a comment, compliment or a complaint
At Hounslow Homes we are keen to see continuous improvement so we welcome feedback on the things you believe we are doing well and also when we may not be doing things quite right.
Tenants and leaseholders can contact the comments, compliments and complaints officers on 020 8583 3737
Alternatively, you can write to us at:
Complaints team
Yellow Zone
Civic Centre,
Lampton Road,
Hounslow
TW3 4DN
You can also e-mail to : complaints.team@hounslowhomes.org.uk
Once you have made a complaint, you will be sent an acknowledgement letter within two working days, telling you when your complaint will be dealt with and the name of the officer investigating. You should expect to receive a full response within 10 working days.
Leasehold Services and Right to Buy and Major Works enquiries
Leasehold Services, Right to Buy and Major Works are based at:
London Borough of Hounslow
Civic Centre
Lampton Road
Hounslow
Middlesex
TW3 4DN
For enquiries call the Customer Service Centre on 0800 0856575 and select option 2
You can also e-mail your enquiry to - leaseholdservices@hounslow.gov.uk
You can also make an enquiry in person to the Civic Centre or to your local housing reception. If you wish to make an appointment please contact the Customer Service Centre.
See also - Home Ownership
The Right to Buy Team
For information about the Right to Buy process and your eligibility for the scheme, you can contact the Customer Service Centre on 0800 0856575.
See also - Home Ownership
The Neighbourhood Warden Service
Hounslow Neighbourhood Warden Service is based at Hounslow Homes, Trimmer Walk, Brentford and operates 3pm to 11pm, 7 days a week excluding bank holidays.
To contact the Neighbourhood Wardens call the hotline on 020 8583 4141 (this number operates 3pm to 10pm and also has an answer phone service). Alternatvely, you can email to neighbourhood.wardens@hounslowhomes.org.uk
Alternatively you can contact the service via the Customer Service Centre on 0800 086575, or out of hours on 020 8583 2222.
Report anti-social behaviour
All reports of anti social behaviour (ASB)should be made in person to your local housing office. You can contact the Customer Service Centre on 0800 0856575 if you need to leave a message or wish to arrange an appointment with an ASB officer.
We have an ASB duty officer available every day at our housing offices, however, you may need to wait to be seen during busy periods.
Please note we are unable to act on anonymous reports. We strongly recommend that you report ASB in person to an ASB Officer.
See also - Anti social behaviour
Benefits contacts
Revenues Section - 020 8583 4242 (for benefit enquiries)
Report benefit fraud
Benefit Fraud investigation team - Hotline : 020 8583 2111 E-mail: fraud@hounslow.gov.uk
For information about benefit fraud visit the London Borough of Hounslow website.
National Benefit Fraud Hotline - 0800 854 440
Tenant Participation Officers(TPOs)
TPOs are there to help you set up new residents' groups and associations and support you in taking active part in decisions affecting your homes and community. To contact Tenant Participation email to beinvolved@hounslowhomes.org.uk alternatively you can contact them via the Customer Service Centre on 0800 0856575 or visit your local housing reception
See also - Be Involved
Communications Team
The Communications Team handle both external and internal communications for Hounslow Homes and:
- maximise opportunities to distribute information about Hounslow Homes
- respond to press enquiries
- produce publications such as leaflets, handbooks and the Hounslow Homes Newsletter
- Lead on PR, strategic events and the Hounslow Homes brand.
If you have interesting resident led stories you think we can help you promote, contact us by e-mail to communications.team@hounslowhomes.org.uk
Web Team
If you have any feedback about this website, have noticed a mistake or error, wish to make an enquiry or had a problem when using any of the services available, please let us know.
You can e-mail to - communications.team@hounslowhomes.org.uk
You can also contact the Customer Service Centre on 0800 0856575 or alternatively email communications.team@hounslowhomes.org.uk
