Customer service

Fastest services with MyAccount and email

We recommend that the best way to contact the Hub is always by using your MyAccount which if you haven't set one up yet, you can do here www.westwardhousing.org.uk/myaccount

If you need to call Westward, the you can reach the Hub advisers more easily at the times indicated below:

Best times to contact Westward's Customer Enabling Hub

9am-10.30am	Lines will normally be fairly free, expected wait times will normally be less than 3 minutes.
10.30am-1.30pm	Lines will be slightly busier and you would normally expect to wait for up to 5 minutes, but this could be longer on occasion.
1.30-2.30pm	Lines will normally be fairly free, expected wait times will normally be less than 3 minutes
2.30pm-4.00pm	Lines will be slightly busier and you would normally expect to wait for up to 5 minutes, but this could be longer on occasion.
4.00pm-5pm	Lines will normally be fairly free, expected wait times will normally be less than 3 minutes.

As you may be aware we have employed and trained some additional advisers in our Customer Enabling Hub, and we have been working hard to reduce the time it takes to get through to us on the phones. We are now answering almost half of your calls straight away, but where you do have to wait, this is now normally only around 3-4 minutes. On some days it may take up to 20 minutes, but we are working hard to keep this the exception.

With the vast majority of our customers online, and regularly using apps, digital portals or email for everything from shopping to banking, the Hub has been busy making sure that we can also give you great online service and self-service options through MyAccount.

Currently we are responding to 98% of all online contact within 24 hours, so why not use email to 

Contact Us Form

Note: Questions marked by * are mandatory

*This is a mandatory field. Name

*This is a mandatory field. Address

*This is a mandatory field. Postcode

*This is a mandatory field. Contact Telephone Number

*This is a mandatory field. Email Address

Please complete the sections below and be sure to include your contact details. Thank you.

*This is a mandatory field. What does your query relate to? Please select from this list.

Please Select An Option Alarm HelplineAnti-social behaviourComplaints Customer InvolvementHome OwnershipHousingMedia EnquiryMyAccountProperty ServicesRent PaymentsRepairsSupport Services Update my detailsOther

*This is a mandatory field. Please complete this box with full details of your enquiry or message:

*This is a mandatory field. How would you like us to contact you about this? Please specify: Email, Telephone, Letter or Visit.

You can upload a photograph or video here.

Are there any health conditions or vulnerabilities that you or anyone who lives in your home have, which are being affected by what you have described in this form? Please make sure to let us know who in your household is affected. By adding them here you consent to us including them in our housing management system.

When you submit this form, you should receive an acknowledgement message.

This field protects against spam. Please answer the question below

* Spam Guard: Is a stone hard or soft?

Send

 us your query? 

The fastest and most efficient way to manage your tenancy with us is to set up a MyAccount where you can make a rent payment, check your rent statement, make an arrangement to pay your arrears so that you don’t get letters from us about these, raise a repair including attaching photos and videos, and check the information we hold on you. It is now easier than ever to log in as you only need your email address and password once you have registered for an account.

We know that some customers do not have online access and we have staff who can help with this, just let us know and we will put you in contact with someone who can help get you online.