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Automated calls

South Tyneside Homes uses outgoing calls for various purposes. These are a vital part of our communications and allow us to give you timely reminders about arrears and/or gather your feedback on issues which matter to you.

However, we are aware that some people can be cautious about answering calls from unknown numbers - and for good reason! Due to increasing numbers of telephone scams and telemarketing calls, it can be difficult to know what is and isn't a "real" automated message.

See below to find out how and why we might contact you via automated call, and what we will and won't ask.

If you are concerned about an automated call

If you have any concerns about an automated call, you can always call our Housing Service Centre on 0300 123 6633 and one of our advisers will be happy to direct your call.

When might I get an automated call from South Tyneside Homes? 

Updates about your rent

If you are in rent arrears you may get an automated phone call to notify you and offer support. You may also get calls about rent campaigns, such as asking you to sign up for a Direct Debit.

Automated calls about rent will come from 0191 434 0473.

The Income team may also contact you by automated text message. If you do not recognise the number you are being asked to call in a text message you can always call us 0300 123 66 33 and we will be happy to direct your call.

What we will and won't ask for:

  • We will never ask you to give any information directly to the automated caller.
  • You will always deal with one of our live call handlers when discussing your rent account, who will go through standard data protection questions with you. This will normally include your name and date of birth, but we will never ask you for bank or card details unless we are processing a payment to your rent account and data protection checks have already been completed.
  • We will never ask you to send us personal or financial information via text message.

Feedback about our Housing Service Centre

You may get an automated call from the Housing Service Centre, which is the team that answers your calls to our 0300 123 6633 number, asking you to provide real time feedback on the service provided to you by our advisors.

This allows you to give instant feedback and have any concerns or compliments noted and actioned in a timely fashion. This will never involve you giving out any financial information such as card or bank details.

Automated calls about our Housing Service Centre feedback will come from 0191 574 0055.

Electrical testing appointments

You may get an automated call to book in your electrical testing appointment. This allows us to efficiently schedule in your appointments, and make sure that appointments are kept.

This will never involve you giving out any financial information such as card or bank details.

Automated calls about electrical testing appointments will come from 0191 434 0470 or 0191 434 0135.

Feedback about repairs

You may get an automated call offering you a satisfaction survey based on a recently completed repair at your property. This allows you to give instant feedback and have any concerns or compliments noted and actioned in a timely fashion.

This will never involve you giving out any financial information such as card or bank details.

Automated calls about our Repairs feedback will come from 0191 574 0054.

Feedback about our Welfare Support service

You may get an automated call offering you a satisfaction survey based on your recent experience with our Welfare Support service. This allows you to give instant feedback and have any concerns or compliments noted and actioned in a timely fashion.

This will never involve you giving out any financial information such as card or bank details.

Automated calls about Welfare Support feedback will come from 0191 574 0062.

Feedback about our complaints process

You may get an automated call offering you a satisfaction survey based on your recent experience when making a complaint about a service. This allows you to give instant feedback and have any concerns or compliments noted and actioned in a timely fashion.

This will never involve you giving out any financial information such as card or bank details.

Automated calls about complaints feedback will come from 0191 574 0059.