Christmas operating times

As we approach Christmas, we wanted to give you the full details of our opening times over the festive period.

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9 Dec 2020

Manage your account through My Thirteen

You can check your account, make a payment or book a routine repair by visiting My Thirteen to do this easily whenever you want, from wherever you are during the festive period.

Calls to our touchpoint service centre

We’re operating as normal until Christmas Eve. Please see the opening times below for calls to 0300 111 1000 after this time and note that only emergency repair calls are taken outside of these times by our out of hours team:

  • Thursday 24 December, 8am to 12noon    
  • Friday 25 December, Closed
  • Monday 28 December, Closed (bank holiday)
  • Tuesday 29 December, 8am to 7pm
  • Wednesday 30 December, 8am to 7pm
  • Thursday 31 December, 8am to 12noon
  • Friday 1 January, Closed

From Monday 4 January onwards, we’re back to being open from 8am to 7pm, Monday to Friday.

Our Stockton store

Our Stockton Touchpoint store is still operating an appointment-only system. We will close at 12noon on Christmas Eve and then re-open on Tuesday 29 December, as per below:

If you'd like to see us face-to-face in store or for a virtual appointment online, please email or call us on 0300 111 1000 during the above operating times.


From 29 to 31 December we’re still carrying out scheduled routine repairs. If you need an emergency repair please call us on 0300 111 1000. If it’s out of the above operating hours don’t worry, you’ll get through to a colleague from our out of hours team who will be able to help you.

Don’t forget you can book a routine repair through My Thirteen too.

Homecall / personal alarms

If you have an emergency, please activate your alarm as you would at any other time to speak to a member of our Homecall team, or you can call the team direct on 01642 549510.

Our schemes

Sheltered, supported and extra care housing schemes remain open over the festive period.


After a very difficult year, we hope you all have a very merry Christmas and a happy 2021.