Contact us

You can contact us 24 hours a day on 0300 3300 900.

Our opening hours

Monday to Thursday: 8.30 am to 5 pm
Friday: 8.30 am to 4 pm
Weekends and bank holidays: Closed

Please note, our office is open for pre-booked appointments only. 

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myHavebury

Customer Experience team

We understand that things can sometimes go wrong.

What is a complaint?

We define a complaint as an expression of dissatisfaction about the standard of service, actions, or lack of action by the organisation or its employees, contractors, or other representatives.

You may feel that we have:

• Done something wrong
• Failed to do something we should have done
• Given you the wrong information
• Treated you unfairly

What is not a complaint?

The following issues are not considered to be complaints:

• A request for service, such as to carry out a repair or a report of anti-social behaviour. We will, however investigate service failures in the cases of these requests
• Claims for compensation outside of those relevant to a complaint (all claims are dealt with in accordance with our Compensation and Payments Policy)
• Insurance claims. These will be dealt with in accordance with our Insurance Policy
• The issue giving rise to the complaint occurred more than 6 months ago. This does not apply in instances relating to health and safety or safeguarding
• We will not consider a matter where legal proceedings have commenced or a letter before action has been issued
• We will not consider a matter which has been previously considered under this policy
• Services that we are not responsible for delivering, such as bins, council tax, planning and street lights

If you are unhappy with the service that you have received from us, please let our Customer Experience team know so that we can help you. You can call them on 0300 3300 900, choosing options 3 and 5 or by entering extension number 7334 when prompted. You can also send them an email on feedback@havebury.com

Please note all calls are recorded for training, quality and security purposes.

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Development

Our Development team is in charge of all new and current developments that are happening within the area. You can contact them via development@havebury.com

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Emergencies

0300 3300 900

Please only use this number for real emergencies during out-of-office hours. You can find full details of the service provided in your Tenants’ Handbook. Using the emergency service for non-emergency matters may result in a financial charge being made against you. Please note all calls are recorded for training, quality and security purposes.

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Heating services

The Heating Services team handles gas and electrical servicing, from booking your annual gas service to sorting out electrical wiring. You can contact them by emailing heatingservicing@havebury.com

You can call the team on 0300 3300 900, choosing options 2 and 1 or by entering extension number 7318 when prompted. Please note all calls are recorded for training, quality and security purposes.

If you smell gas, please call the free National Gas Emergency Service immediately on 0800 111 999.

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Homeownership

The Home Ownership team takes care of all homeownership matters, including; right to buy, right to acquire and shared ownership opportunities (both resale and new developments). You can contact the team on homeownership@havebury.com, or you can call them on 0300 3300 900, choosing options 4 and 1 or enter extension number 7302 when prompted.

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Income team

You can manage your account and make payments 24/7 using the myHavebury app. If you are looking for advice regarding your rent, payments or universal credit, contact the Income team, who will be more than happy to help on myaccount@havebury.com

If you wish to email the Welfare and Benefits team, you can do so on myadvice@havebury.com

You can also contact the team on 0300 3300 900, selecting:

• Options 3, 2 and 2 or extension 7843 – to make a payment
• Options 3 and 2 or extension 7843 – to speak to a member of the Income team
• Options 3, 4 and 1 or extension 7305 – to speak to our Welfare and Benefits team

Please note all calls are recorded for training, quality and security purposes.

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Marketing and communications

Our Communications team deal with; online customer service, marketing, PR and press enquiries and communications in other languages. You can contact them via email communications@havebury.com 

Or you can call 0300 3300 900, choosing options 4 and 3 or enter extension number 7314 when prompted.

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Repairs

Our Repairs team is on hand to handle your responsive repair requests, including permissions for alterations.

You can report repairs to us 24 hours a day, seven days a week, using the myHavebury App.

Alternatively, you can also contact the team on 0300 3300 900, selecting:

• Options 2 and 0 – for Aaron services
• Options 2 and 1 – for emergency repairs
• Options 2 and 2 – for new repairs
• Options 2 and 3 – for existing repairs
• Options 2 and 4 – for damp and mould
• Options 2 and 5 – for service checks, surveys, major repairs and fire safety.

Please note all calls are recorded for training, quality and security purposes.

Or you can email repairs@havebury.com

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Supported/independent living

Our Supported and Independent Living team take charge of supported housing, gardening and the decorating scheme. If you are looking to speak to a member of the team, please email supportedteam@havebury.com. If you or someone you know is interested in finding out more about our independent living schemes, please email independentliving@havebury.com

Should you wish to speak with someone in this team, please call  0300 3300 900, choosing options 3, 4 and 2 or enter extension number 7307 when prompted.

Please note all calls are recorded for training, quality and security purposes.

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Tayfen House

Tayfen House provides support to homeless people aged between 18 and 65. You can contact the team via email tayfen@havebury.com, or you can call them on 01284 725487. Please note all calls are recorded for training, quality and security purposes.

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Neighbourhood and estates

For matters concerning anti-social behaviour, mutual exchanges, tenancy changes (including births, marriages and deed paperwork) and grounds maintenance, please email myarea@havebury.com. You can also call 0300 3300 900, choosing options 3 and 1 or enter extension number 7333 when prompted.

Please note all calls are recorded for training, quality and security purposes.

Did you know you can now use myHavebury  to report the following;

• An abandoned vehicle
• A fly-tip
• Grounds maintenance issues
• Name changes

Please note if you are emailing the Neighbourhood and Estates team, it may take up to ten working days for someone to get back to you.

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Voids and allocations

Should you wish to contact us about a void property, please call 0300 3300 900, choosing options 3 and 3 or enter extension number 7304 when prompted. You can also email movinghome@havebury.com

If you wish to apply for a garage or terminate your existing contract with us, please click here.

You can also let us know if you wish to end your tenancy or terminate your garage contract with us via myHavebury, visit my.havebury.com

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Social media

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Postal address:

Havebury House,
Western Way,
Bury St Edmunds,
Suffolk,
IP33 3SP

Please note that there may be a delay in sending and receiving letters.

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Registration details

Havebury Housing Partnership is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014 (7648) regulated by the Regulator of Social Housing (LH4339). Registered office: Havebury House, Western Way, Bury St Edmunds, Suffolk, IP33 3SP. Havebury is also a member of the National Housing Federation.