Key customer service updates

Out of hours emergency repairs service 

We have appointed a new company called SPS Doorguard Ltd to handle your out of hours emergency repair calls. There is no change to the way you report emergency repairs, and you should still call 08000 324 888. Please only report genuine repair emergencies out-with office hours – any non-emergency repairs can be reported via the MyHillcrest app or during working hours.

Customer service

Our customer advisers are here to answer your enquiries about repairs, housing, tenancy matters and anything else you may want to get in touch about. You can contact us through the MyHillcrest app, at customerservice@hillcrest.org.uk (repair@hillcrest.org.uk for repairs) or on 0300 123 2640 (option 2).

Here’s some key stats from the team from April to September:

Customer service standards

Our updated service standards, which set out the service you can expect from us are now available to view. Below is a sample of just some of the standards:

If you would like a copy of the full service standards please see www.hillcrest.org.uk/resources.