If you've had a good or bad experience with us, or have a suggestion that could improve our services please let us know.
Click below and fill out the form to make a complaint, leave us a compliment or submit your suggestions.
Customer feedback is important to us so we can ensure we're continually improving our services. There are a number of ways we capture feedback, both positive and negative, from our customers which are outlined below.
We have been working on improving the way we ask for your feedback after you receive a service from us. For instance, a repair, planned maintenance, gas servicing or electrical testing; if you have recently signed up, made a complaint or raised an anti-social behaviour case.
From March 2022 we are using a customer feedback system called Upland Rant & Rave to request feedback through SMS and email surveys.
For most of our services, you will receive a text message made up of 2 quick questions: a satisfaction score and the reason why you gave the score, in your own words.
In some cases, you may receive an email survey instead. For example about grounds maintenance, caretaking services or your new build home.
To help our customers verify these messages are from us, here are two things to look out for.
Firstly, the text messages will come from a variety of different numbers, but will always start +4478600108**.
Secondly, if you receive an email survey they will come from a selwoodhousing.com email address and always have our branding.
Please do respond if you have recently had a repair or other interaction with us. Your feedback will help make our services better for everyone. If you are ever unsure, you can contact our customer support on 01225 715 715 to confirm if the message was sent by us.
Customers who are on a Pay As You Go contract will be charged a standard text message rate for replying to these messages.
Customers who do not have a mobile phone or email are, of course, still welcome to call us up to give feedback.
As part of the Tenant Satisfaction Measures from the Regulator of Social Housing, we're required to carry out quarterly customer perception surveys to understand what our customers think of our homes and services. The results will then be reported to the Regulator of Social Housing and you'll be able to see how we've done.
These surveys are carried out by a market research company, Acuity, and customers are contacted by telephone to complete the survey. If you are one of the customers contacted to take part, we'd really appreciate your honest feedback.
If you receive a call from Acuity, the number displayed will be 01273 093939, which is a Brighton area code.
Acuity will make calls between 9am and 8pm, Monday to Friday, and between the hours of 10am and 6pm on Saturday. If you have any questions about these surveys, please contact our group research analyst, Katie Perkins, on 01225 715 715.
If you've had a good or bad experience with us, or have a suggestion that could improve our services please let us know.
Click below and fill out the form to make a complaint, leave us a compliment or submit your suggestions.
Email
Send an email to
Call us
Speak to a member of our customer services team on 01225 715 715.
In person
Come along to formal meetings, community gatherings, focus groups and meetings on an individual basis. Interested in knowing more? Learn more about how you can get involved.
Write to us
Send your letter to us at our main office address.
Facebook
Contact us on Facebook.
We often get asked by customers about whether they can access the loft in their homes to store things. We've put outlined some information and advice for customers with lofts in their homes, in this short video, with further information available under the tenant services section of our website. 🏠
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Thank you for your patience while we carried out maintenance on our customer portal. The MySelwoodHousing portal is now back up and running.
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'*Customer reminder* This year is a 53-week year
As a customer, you pay your rent on a weekly basis. Normally there are 52 Mondays in the year when your rent is due.
However, every five or six years, including 2024/25, there are 53 Mondays in the year, which means 53 rent payment days instead of the usual 52. This additional week makes up for a shortfall in days that occurred in the previous standard accounting years, i.e., 52 weeks x 7 only equals 364 days, not 365 days.
More details about how this affects your rent charges can be found on our website: ecs.page.link/Bx4U9
If you claim the housing element of Universal Credit, don’t forget to update your new rent via your UC portal.
5 CommentsComment on Facebook
Does that mean next year is a 51 week year?
Note to all universal credit does NOT cover that extra week, so you ll have to find it out of your own pocket.
This is quite good to know, even tho I am a greensquare tenant. Thanks for the heads up Selwood Housing
These rents are becoming astronomical, it's becoming cheaper to go private sector after the second 7.7% rise in two consecutive years.
so after 6 years cant even get a break of 1 week.....
