Contact us
You can contact us 24 hours a day on 0300 3300 900.
Covid-19 update
The welfare of our staff, tenants and visitors is our main priority during the pandemic. As a result, our Bury St Edmunds office is currently closed. You can still contact us via phone, email or social media. Please note, all calls are recorded for training, quality and security purposes.
Our opening hours
Monday to Thursday: 8.30am to 5pm
Friday: 8.30am to 4pm
Weekends and bank holidays: Closed
myHavebury
You can tell us what you need 24/7 via myHavebury. Over 50% of households already have an account with us. You can download myHavebury here or the app store, or simply type my.havebury.com into your browser. You can then:
- report a repair and make or move an appointment with us
- check your account balance(s) and download statement
- make payment on your accounts
- set up, change or cancel your direct debits with us
- make arrangements to pay of your debt, or apply for a refund if you’re in credit with us
- tell us if you are moving out and end your home or garage tenancy with us
- report fly-tips, grass cutting issues, abandoned vehicles or any other issues where you live
- update your phone number, email address, or even your name!
Below you will find the contact details of the relevant departments at Havebury.
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 email them on feedback@havebury.com
Development
Our development team is in charge of all new and current developments that are happening within the area. You can contact them on Development@havebury.com
You can also contact the team on 0300 3300 900, selecting options 3 and 2. Please note, all calls are recorded for training, quality and security purposes.
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.
Heating Services
The heating services team take care of gas and electrical servicing, from booking in your annual gas service to sorting out electrical wiring. You can contact them on the email below heatingservicing@havebury.com
You can also call our Heating Services department on 0300 3300 900, selecting options 1, 2 and 1. 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.
Home Improvements
If you are looking to contact the team involved in project/scheme works please use the email home.improvements@havebury.com
You can also call our Home Improvement department on 0300 3300 900, selecting options 1, 2 and 3. Please note, all calls are recorded for training, quality and security purposes.
Home Ownership
The Home Ownership team take care of all matters of Home Ownership 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
If you are interested in registering for a new build property for Shared Ownership in your area you can email sales@havebury.com or 01284 722199
Income Team
You can manage your account and make payments 24/7 using the myHavebury app but if you are looking for advice regarding your rent, payments or universal credit please contact the income team who will be more than happy to help on myaccount@havebury.com
You can also contact the team on 0300 3300 900, selecting options 2 and 1 for our Income team or 2, 1 and 3 for our Welfare and Benefits team. Please note, all calls are recorded for training, quality and security purposes.
Marketing and Communications
Our communications team deal with; online customer service, marketing and PR and press enquiries. You can contact them via email communications@havebury.com
Repairs
Our repairs team is on hand to deal with your responsive repair requests including permissions for alterations.
You can report repairs to us 24 hours a day, 7 days a week using the myHavebury App. Alternatively, call the repairs team on 0300 3300 900, selecting options 1 and 1. Please note, all calls are recorded for training, quality and security purposes.
Or you can email repairs@havebury.com
Supported/independent living
Our supported and independent living teams take charge of supported housing, gardening and the decorating scheme. If you are looking to speak to a member of the supported team please email supportedteam@havebury.com, Or 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 department please call 0300 3300 900.
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.
Tenancy and Estates
For matters concerning anti-social behaviour, mutual exchanges, tenancy changes (including births, marriages and deed paper work) and grounds maintenance please email myarea@havebury.com. You can also call 0300 3300 900, selecting options 2 and 2 for the tenancy and estates teams. 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 Tenancy and Estates team, it may take up to ten working days for someone to get back to you.
Voids and Allocations
Should you wish to contact us about a void property please call 0300 3300 900, options, 2 and 3 or you can email movinghome@havebury.com
If you are wishing to apply for a garage or terminate your existing contract with us please click here.
You can also let us know you wish to end your tenancy or terminate your garage contract with us via myHavebury, just visit my.havebury.com
Social media
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.
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.