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Changes to customer services

The way in which our customers interact with us is changing. At present, only 18 percent of weekly customer transactions take place face to face. Over the last 12 months we have seen a marked increase in payments taken over our 24 hour payment line and the use of e-services. 

As a result we are considering options on how we interact with you going forward and re-modelling our customer services.

We have looked at how we can meet your needs and ensure best value for money. As a result, we have made the decision to withdraw our services from our area offices. The changes will include withdrawing services from the following locations, on the following dates:

  • Boldon Office, Boldon Village Hall - 4 August 2017
  • Landreth House Office, Boldon Lane - 31 August 2017
  • Horsley Hill Office, Marsden Lane - 31 August 2017
  • Hebburn Office, Hebburn Central - 30 September 2017
  • Jarrow Office, Jarrow Town Hall - 30 September 2017
  • South Shields Town Hall, Westoe Road - 31 October 2017

We are introducing a range of options for you to access information and services. The alternative options include freephones in Jarrow Town Hall, Hebburn Central, Marsden Road Health Centre and South Shields Town Hall. We have also launched livechat on our website as well as increasing the use of text, email, Facebook, Twitter, and are currently working on piloting a videochat project in Hebburn Central.

We are also increasing home visits and introducing surgeries in community venues, where customers can meet their Neighbourhood Officer.

Frequently asked questions

Are the offices closing?

We have been receiving enquiries from customers asking if the withdrawal of housing services from the six offices in Boldon Village Hall, Marsden Road Health Centre, Landreth House, Jarrow Tow

n Hall, Hebburn Central and South Shields Town Hall means that those offices will be closing. 

As South Tyneside Council and other organisations run services from those offices they will all remain open, only Landreth House will close. 

At Jarrow and South Shields Town Halls customers will still be able to make payments at cash kiosks.

Why are we remodelling our customer services?

This decision has been taken due to the decreased use of face to face services in all of our area offices. This has given us an opportunity to review what we provide and how we provide it to ensure good value for money for our customers, as well as focusing on providing excellent customer service. This decision has been made with a view to shaping our services to suit the way our customers prefer to contact us, and provide more ways for you to contact us.

I want to speak to someone about my rent and need a rent statement, what do I do?

You can call us on 0300 123 66 33, contact us via LiveChat on our website or email us at connect2@southtynesidehomes.org.uk.

We also have freephones available within Jarrow Town Hall, Hebburn Hub and Marsden Road Health and Wellbeing Centre which you can use to connect directly to our Housing Service Centre who will be happy to deal with your enquiry. A freephone at South Shields Town Hall will also be available soon.

You can check your full rent statement online by selecting 'Log In' in the top right hand corner of the page on www.southtynesidehomes.org.uk.

You will need to register to use this service, and can do so by selecting 'Register now' to the side of the page. You will need your tenancy reference number to register for this service which can be found at the top of any rent related letters that we have sent to you.

 


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