Chat with us online

Chatting with us online is a quick and easy way to get answers or find what you need on our website. You can do it in a couple of different ways:

  1. Virtual Agent

    Our AI-powered chatbot is available 24/7, 365 days a year to provide instant answers to your questions.

  2. Live Chat

    During our opening hours, you can chat with a member of our contact centre team for personalised support.

Please note: our Virtual Agent is your first step before accessing Live Chat. It will usually give you the quickest answer, but if you still need help it can connect you to one of our friendly advisors.

How to use the Virtual Agent

  1. Click the chat icon in the bottom right corner of any page to open the chat panel.
  2. On desktop, the chat panel will appear in the bottom right. On mobile, it will open in full screen.
  3. Type your message in the text box and press Enter or click the arrow button to send.
  4. To close the chat, click the X in the top-right corner of the panel. To minimise it, click _. Please note, closing the panel will end your conversation. If you need to return to your chat later, minimise it instead.

Our chat icon

Things to remember when using the Virtual Agent

  • Keep your message simple and clear, e.g., “I want to report a repair.” This makes it easier for the Virtual Agent to give the best answer.
  • The Virtual Agent won’t be able to discuss any personal information, including:

    • Your tenancy details

    • Your rent account

    • Your repair requests, current or historical

  • You can share your full name and email address with the Virtual Agent. However, please do not give any other personal information, such as your bank account details. You'll only need to share additional information when speaking with a Live Chat advisor.

Live Chat

Our Live Chat

IIf you cannot find what you’re looking for with our Virtual Agent, then you can use our Live Chat service during the following opening hours:

  • Monday 8.30am – 5pm
  • Tuesday 8.30am – 5pm
  • Wednesday 10am – 5pm
  • Thursday 8.30am – 5pm
  • Friday 8.30am – 5pm
  • Saturday - Closed
  • Sunday - Closed

What happens after using the chat panel?

  • After using the Virtual Agent or Live Chat, you can download a copy of the chat for your records.
  • When you close your Live Chat session, you'll be invited to complete a quick survey about your experience.
  • You’ll also receive a link to leave a Trustpilot review of our services.