Contact details and opening hours

Our offices at Phoenix House are open for customers during the opening hours listed below. Please book an appointment in advance by calling 01884 255255 if you wish to speak to a member of staff in person.

Monday - 9 am to 1 pm
Tuesday - 9 am to 1 pm
Wednesday - CLOSED
Thursday - 9 am to 1 pm
Friday - 9 am to 1 pm

Residents can also access our services online at any time of day.

Our phone lines, email and self service options are also available to customers.

To contact us online

You can contact us online 24 hours a day, 7 days a week using any of the following methods:

To contact us by phone

Answerable service	Telephone number	Availability
Customer Services:	01884 255255 (RNID Typetalk)	Monday to Thursday - 8:30am to 5:00pm Friday - 8:30am to 4.30pm (And for out-of-hours emergencies)
Telephone payments:	01884 233000	24 Hour
Fax:	01884 234318	24 Hour

Answerable service

Telephone number

Availability

Customer Services:

01884 255255 (RNID Typetalk)

Monday to Thursday - 8:30am to 5:00pm

Friday - 8:30am to 4.30pm

(And for out-of-hours emergencies)

Telephone payments:

01884 233000

24 Hour

Fax:

01884 234318

24 Hour

Note: Benefits Officers are available for calls daily between 8:30am and 1:00pm
Customer Services close at 4.30pm on the 3rd Wednesday of every month

Using AI to contact us with your feedback

We want to hear your feedback or representations using your own words. You may want to prepare your submission with the help of Artificial Intelligence (AI) but these tools can sometimes make submissions too complex or include legal references that are irrelevant or misleading. We gain the best understanding of your submission when it is raised clearly in your own words.

If you do want to use AI to support you, please consider the following:

It is your submission so make sure you read it through carefully to make sure it is accurate before you send it to us.
Focus on your experience and the impact it had on you.
Do not ask AI to add legal arguments or complex references.
Be careful using general AI tools and do not share personal or sensitive information which might be used to train that AI system and/or be processed in a different country.
You are responsible for ensuring that any AI-generated content submitted is relevant, accurate and as short as possible to prevent delays.
Where we feel that your use of AI is negatively impacting on our understanding of your submission, or is overly long or complex, you may be asked to resubmit or approve a more concise statement.