Our customer service team are here to help.
0300 111 1000
8am to 7pm, Monday to Friday
9am to 3pm, Saturday
We aim to answer your call within 5 minutes.
customerservices@thirteengroup.co.uk
We monitor our emails Monday-Friday 8am-7pm and Saturday 9am-3pm. We'll aim to respond to you within 48 hours.
Main office
2 Hudson Quay
Windward Way
Middlesbrough
TS2 1QG
Out of hours
For emergency repairs and alarm calls only call the out of hours team on 0300 111 1000 between 7pm and 8am.
Book a repair
You can use My Thirteen to book a repair or call us on 0300 111 1000.
Paying rent
You can use My Thirteen to pay your rent or call us on 0300 111 1000.
Homelessness help
If you are at risk of homelessness you might need to contact your local council.
Contact us on social media. We'll aim to respond to you within 48 hours.
Contact us on social media. We'll aim to respond to you within 48 hours.
Touchpoint stores
We have a number of Touchpoint stores around the area that you can visit to get information about our services and carry out tasks such as paying your rent or reporting a repair on your home.
You can visit one of our Touchpoint stores to speak to an advisor about anything to do with your home or tenancy.
Do I need to book an appointment?
The stores are open for drop-in visits, but we recommend that you contact us before your visit to book an appointment wherever possible.
You can make an appointment to see us face-to-face in store or for a virtual appointment online. To book an appointment, please email customerservices@thirteengroup.co.uk or call us on 0300 111 1000.
Mobile touchpoint
We also have our mobile touchpoint giving our customers and the local community easier access to speak to us face to face.
Our Middlesbrough Touchpoint store can be found at:
52 Linthorpe Road
Middlesbrough
TS1 1RA
Opening hours
| Monday | 9.30am to 2.30pm |
| Tuesday | 9.30am to 2.30pm |
| Wednesday | closed |
| Thursday | 9.30am to 2.30pm |
| Friday | 9.30am to 2.30pm |
| Saturday | 9am to 2pm |
| Sunday | closed |
Our Stockton Touchpoint store can be found at:
145 Stockton High Street
Stockton-on-Tees
TS18 1LX
Opening hours
| Monday | 9am to 5pm |
| Tuesday | 9am to 5pm |
| Wednesday | 9am to 5pm |
| Thursday | 9am to 5pm |
| Friday | 9am to 5pm |
| Saturday | 9am to 2pm |
| Sunday | closed |
Our Touchpoint store in Hull can be found at:
- 302 Marfleet Lane, Hull, HU9 5AQ.
- It is open 9.30am to 2.30pm on Monday, Tuesday, Thursday, Friday and 9am to 2pm every other Saturday.
- We are now open every other Saturday starting from 19 July 2025.
03/11/2025 - Our Hartlepool store is temporarily closed. To make sure that we can still offer face-to-face support, were opening a temporary pop-up store.
We'll be upstairs in the Middleton Grange Shopping Centre, opposite Iceland. It’ll be open Monday to Friday, from 9.30am until 2.30pm.
Compliments and complaints
If you'd like to send us a compliment or make a complaint, we want to hear from you.