New telephone number and service hours

02 October 2019

We are happy to announce that we have listened to our customers’ feedback and non-emergency repairs can now be reported to us by phone between the hours of 08.30 and 17.00, Monday to Friday

Our contact centre also has a new, cheaper 0333 telephone number:

0333 200 7304

Waterloo customers can now report any repairs between the hours of 08.30-17.00, and emergency repairs outside of these times 24/7.

As well as this, we hope that the new number will be cheaper and therefore more accessible for our customers, as 0333 numbers are charged at the same rate as a standard rate call and are part of any inclusive minutes package from a landline or, most importantly, mobile phone.

As promised in our annual report to customers 2018-19, we'll also be rolling out more customer focused functionality in the near future - such as the ability to have us call you back rather than wait on hold. Keep an eye on this website and our social media for news about this very soon.

This is the first step in harmonising our two contact centre teams to deliver a consistent and effective customer service for all Platform Housing Group customers.

At launch, we will be asking you to select your organisation (either Fortis or Waterloo) when you call us on this new number and your call will then be diverted to the relevant contact centre team. However once our new telephone systems are fully in place our goal will be to operate as a single contact centre team for Platform Housing Group, without the need to select a historic organisation. Keep an eye on this website and our social media channels for updates on this.

Don’t forget that Your Waterloo is still available 24/7 with no hold times for all non-emergency repairs and communications