Enquiries: enquiries@evenbrook.co.uk    Tel: 0121 554 1410   Customer Support: customersupport@evenbrook.co.uk    Tel: 0121 507 0657

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Customer Support

COVID-19

We understand that this is a very difficult time for everyone and we hope that you are keeping safe and well. 

If your household’s financial circumstances have changed because of the COVID-19 virus it is important that you take action straight away to obtain financial support from the government.  

The government’s Job Retention Scheme for employees includes those on agency and zero-hour contracts – if you have been laid-off or 'furloughed' you need to contact your employer and ask to be put on the scheme. 

There is also a Self Employed Income Support Scheme for the self employed.   

For more information on the schemes see https://www.gov.uk/coronavirus   - Employment and financial support section 

The government has also increased benefit allowances to help support renters. 

You should contact Birmingham City Council straight away for Universal Credit and other benefit entitlement - https://www.birmingham.gov.uk/benefits   - subject to any other support such as from the above schemes.  

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 customersupport@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

We are contactable by phone on 0121 507 0657, on email customersupport@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. We offer our customers various means of communicating with us in local offices, by phone or 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 expereinced.  However, we much prefer to resolve matters informally either on the phone by calling 0121 507 0657 and asking for the Customer Services Manager or 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.  Evenbrook's voluntary membership of the Housing Ombudsman Service also allows us to resolve any issue fully and professionally when our internal complaints procedure has been exhausted. 

View our Customer Complaints Policy