At Caledonia Housing Association we work hard to provide excellent customer service.  Our Customer Solutions Team will deal with your calls as quickly as possible, so that your query can be dealt with efficiently (all calls into our Customer Solutions Team are recorded for quality and training purposes). 

You can contact us on 0800 678 1228

  We will be available to answer your calls between 9am and 5pm Monday to Thursday and 9am to 4pm on Friday

We aim to answer all calls within 30 seconds and tell you who you are speaking to

We treat all callers with courtesy and respect and in a professional and friendly manner 

 We treat all calls in the strictest of confidence 

We aim to quickly establish the reason for your call and how best to assist

We aim to deal with the call if we can, if not, we will pass you on to the right person or department

We will tell you the name of the person or department to which we are transferring you

We aim to always give you clear information when dealing with your call

We will offer to take a message if the person you wish to speak to is unavailable and have them call you back

If your enquiry is not an emergency then to prevent you having to wait on the phone, our quieter phone times are 10.30am – 12.30pm and 2.30pm – 5pm.

Alternatively, you can complete our ‘Contact Us’ webform below or send us an email to info@caledoniaha.co.uk.  Please do not report emergencies via webform/email as this could add delays to us responding to you.

Remember you can pay your rent, report a non-emergency repair, check you balance and raise a complaint/contact by using our Connect Tenant Portal.  For more information download the app from your app store or speak to a member of our team. 

You can pay your rent ‘out of hours’ by using the Connect App or by phoning AllPay direct on 0330 0416497

OUT OF HOURS EMERGENCY SERVICE 0800 783 7937

If you have an emergency outside of our office hours, BR24 will be able to assist and where possible arrange for an emergency repair to be carried out.

They will also be able to contact a member of Caledonia Staff if there is a serious situation.

BR24 will not raise any non-emergency repairs out of our office times and you will be advised to contact our Customer Solutions Team during office hours.