We’re always looking at ways to make it easy and quick for residents to get in touch with us.
We’re trying some new ways of working that focus on getting people to the right support, at the right time, using the contact method that works best for them.
These FAQs explain what changes we’re making, why we’re doing it and how you can access our services.
As always, we will be asking for your thoughts and feedback throughout the trial to help us shape our final decision.
What is changing?
From Tuesday 26 May, we are running a three-month trial where the reception area at Millwood House, our Head Office, will be by appointment only.
This means there will no longer be a drop-in reception service however, you can still visit us by making an appointment.
Is this a closure?
No, this is a trial that we are running for three months. At the end of the trial, we will review what worked well, what we can improve and how easy it was for residents to contact us.
Your feedback will help us make the final decision.
Why are you doing this?
We are trialling the change due to the low footfall at our reception, and to reduce waiting times for those who visit us.
We’re planning to:
- Make it easier and quicker for residents to get the right support.
- Ensure the right person is here for you to speak to when you visit us.
- Reduce waiting times and wasted visits.
- Allow staff to focus on contact with residents.
- Use our resources efficiently.
Many residents already contact us by phone or online and have told us this is their preferred method, and this trial helps us improve those services further.
Will I still be able to contact Teign Housing?
Yes, you can contact us in all the usual ways we have available:
- Call us on 01626 322722.
- Email us at customerhub@teignhousing.co.uk
- Find information on our website or use our online services.
- Arrange an appointment to speak to someone.
- Come along to one of our drop-in sessions near you.
- Drop us a message on our social media.
What if I need to visit Millwood House in person?
You can still visit us, the only change is that you will need to make an appointment, so we have the right person available to help you.
This helps reduce any unnecessary travel or waiting for residents, and helps us provide a better, more personable service.
You can book an appointment by calling us on 01626 322722 or emailing us at customerhub@teignhousing.co.uk
What happens if I turn up without an appointment?
During the trial:
- The front door will display clear signage explaining how to contact us.
- You will be redirected to phone, email or online options.
We understand that this is a change, and we’ll do what we can to help guide you towards the right support.
I don’t use the internet. How can I contact you?
We know that not everyone is online, and that’s absolutely fine. If you’re not online you can:
- Call us by phone and arrange an appointment for us to come to you.
- Come along to one of our drop-in sessions that we hold near you.
- Receive support in ways that suit you.
Will having to make an appointment affect response times?
No, our aim is the opposite. By booking an appointment with us, we will make sure you have the right person to help you straight away.
By changing how we work we expect to:
- Respond faster.
- Reduce delays.
- Improve your services and how queries are handled.
We will monitor call volumes, emails and feedback closely throughout the trial to see the improvements.
How can I give my feedback?
Your views matter and we will be running a two-weeks consultation with residents throughout the trial where you can give us your feedback.
You can also give us feedback outside of the consultation by sharing it through our usual contact routes.
When will a final decision be made?
Once the three-month trial has completed, we will look at several factors including resident feedback and our service performance.
We expect to share the final decision with residents in the Autumn, along with next steps.
If you’re unsure about anything, please get in touch.