Customer Support
Customer Support
If your household’s financial circumstances have changed it is important that you take action straight away to obtain financial support from the government.
You should contact Birmingham City Council straight away for Universal Credit and other benefit entitlement - https://www.birmingham.gov.uk/benefits
We advise you to do the above and to make every effort to pay your rent which remains due as scheduled.
If your household’s financial circumstances have changed please update us of your financial situation in detail by emailing - rent@evenbrook.co.uk
For other matters please email us at customerservices@evenbrook.co.uk
We have limited face to face contacts with customers to essential matters including property emergencies and legal safety requirements.
Rent Payments
If you are experiencing financial difficulties and struggling to pay your rent, please let us know as soon as you can by emailing: rent@evenbrook.co.uk
Privacy and Data Protection
We take your privacy seriously. Click on the link at the bottom of this page to read our Privacy Notice. You can email us at data@evenbrook.co.uk
Support during office hours
You can email us at customerservices@evenbrook.co.uk or via the Report a Repair page on our website.
Out of hours support for property emergencies
Evenbrook offers a support service outside of normal office hours of 9am to 5.30pm Monday to Friday for genuine property related emergencies only. Most repair requests should be sent to us using the Report a Repair page under Contact Us above and we will respond as soon as the office is next open The telephone number for property related emergencies is provided on the Report a Repair page. Please do not call the support team out of hours if you have an external roof leak as there is normally nothing that can be done until the working conditions are safe. Most interior leaks can be managed safely until the next day. Please make direct contact with the property above your own if you think a leak is coming through to you from that property. If you are concerned that your property related issue is an emergency as, for example, it concerns electrical safety, then you should contact us using the number on the Report a Repair page or contact the emergency services by calling 999 in the most serious of situations.
Feedback
We recognise customer feedback as a key tool in the development of our customer service provision. We welcome all forms of feedback and regularly consult with customers within the terms of our contractual relationship. Click on the link at the bottom of the page to read our Privacy Notice.
Communication
We recognise the need for effective communication both from us to our customers and from our customers to us. The best way to contact us is by email. To read our Privacy Notice click on the link at the bottom of this page.
Complaints
Evenbrook recruits team members with high standards of customer service together with an open, approachable and direct manner. All team members are aware of the importance of courtesy and professionalism when speaking with customers.
Our goal is to make sure all customers feel informed and satisfied following communication with us.
Our complaints procedure is used when a customer wishes to complain about a shortfall in our service they believe they have experienced. However, we much prefer to resolve matters informally by emailing complaints@evenbrook.co.uk
In the event of a formal complaint Evenbrook's Customer Services Manager follows the procedure stated in the complaints policy.
