From Monday 4th November our opening hours will be 8am until 5pm, Monday to Friday
We know how important it is that you can contact us quickly and easily when you need to. Our Customer Service Team works hard to deliver a personal and professional service whenever you reach out to us for help.
We regularly look at how we’re performing and where we need to improve, as well as listening to customer and colleague feedback about the service we offer.
This has highlighted that we could provide a better service for customers by changing our opening hours to better reflect the times of day that more people contact us.
The changes.
We have found that mornings are our Customer Service Team’s busiest time – particularly between 8am and 10am. In contrast, the number of contacts we receive between 5pm and 6pm is considerably less. It is for this reason we have decided to change our contact centre opening hours.
From Monday 4th November our opening hours will be 8am until 5pm, Monday to Friday. At 5pm, our out-of-hours phone line will kick in. This is accessed via the same 0300 561 1111 number.
These changes will mean we have more advisors working in our team throughout the day – at the times we know most customers call us.
Despite these changes, please be assured, we are still there for you after 5pm - you just need to use the phone line (rather than our digital channels) and will be connected to our out-of-hours provider.
A reminder of the different ways you can get in touch.
Our customer portal
This year we launched our new online portal, which lets you manage your tenancy with just the swipe of your hand. You can request a log-in for our new customer portal and you can use this to get in touch with us whenever you like. You can use it to contact us about a host of tenancy and home related issues – including your rent and repairs.
We’ll respond to requests during business hours - 8am to 5pm, Monday to Friday.
Find out more about the portal here.
Live chat with us on our website
You can LiveChat to us here, on our website, by selecting the purple tab on the right-hand side of the screen. Our team is available to chat Monday to Friday, 8am until 5pm.
Email us
Email contact@irwellvalley.co.uk.
We’ll respond to requests during business hours - 8am to 5pm, Monday to Friday.
Message us
You can send us a direct message on social media – Facebook, Instagram or Twitter. We’ll respond to requests during business hours - 8am to 5pm, Monday to Friday.
Call us
Call us on 0300 561 1111. Our team is here between 8am and 5pm and our out-of-hours provider is here between 5pm and 8am.
Don’t forget that in an emergency or out of hours, always use the telephone line: 0300 561 1111.