Thirteen is extending its touch point service centre hours to 7pm

From Tuesday 1 December, our Touch Point Service Centre will be available to support with your enquiries from 8am to the later time of 7pm, Monday to Friday.

Extended Contact Centre Opening Hours

27 Nov 2020

Customers will be able to call our colleagues on 0300 111 1000 to talk to us about anything to do with their home, tenancy, neighbourhood or to pay rent and report repairs. Outside of these times, customers can call the same number to report emergency repairs only.

As the winter nights draw in and we continue to live in these challenging times, we want to make sure our customers are OK and some of our touch point advisors will be making calls to our customers to check in and to make sure that they are. We've already carried out over 16,000 calls over the last eight months and will carry on doing this to let you know we’re still here if you need us, and extending those times you can chat to us.

The introduction of the extended service offers customers more flexibility and allows people to get in touch with Thirteen at a time more convenient for them.

For even more choice, to manage accounts wherever and whenever they want, customers can also use their My Thirteen account. With My Thirteen, customers can pay rent, book a repair and update account details, look for a new home all at a time that suits, quickly and simply, all in one place!

Adele McLaren, head of touchpoints at Thirteen said: “We know that customers value having the option of contacting us outside of the usual 9 to 5 office hours and I’m delighted to be able to extend our opening times to 7pm. This will help spread customer calls throughout the day, which in turn will help us provide our customers with help when they need us.

“This year has been so difficult for so many of us that we’re also carrying on making calls to customers to check that they’re managing OK. If any customers have any worries, we’re here to help any way we can and are referring them on to other teams such as money advice, Universal Credit or employability for more support if they need it.”

“By extending our operating hours and with the ability to manage their account anytime through My Thirteen, we’re giving customers more choice for an even better experience so they can decide when and how they want to contact us.”

Any customers that haven’t activated their My Thirteen account yet just need to visit and call us on 0300 111 1000 to activate, and enjoy the benefits of managing their account 24 hours a day, 365 days a year.