Your guide part two: Customer Wellbeing

Please note that this guide is for customers who live at NCHA projects which are supported by the Customer Wellbeing team. Not all our projects are supported by the Customer Wellbeing team - please ask your project manager to check if you are covered. 

Customer Wellbeing is our 24 hour a day, 365 days a year care and support service. Our Customer Wellbeing team are here to help you when your support team are not available. This may be in the night or in an emergency. You may want to contact us when:

  • You have someone at your door who you are unsure about
  • You feel ill
  • You have a flood, a fire or a maintenance problem
  • You are unhappy with the service you are receiving from us
  • Your neighbours are making a lot of noise
  • You feel you need someone to talk to.

How do I contact the team?

You can contact the Customer Wellbeing team by telephone on 0345 650 5599 or by email to (You'll need to be a registered customer to phone or email them for help - find out about our telephone support service.)

What happens then?

The Customer Wellbeing team will talk to you and help or support you if they can. We can contact someone on your behalf. This could be the police or NHS Direct, a family member or a friend.

The Customer Wellbeing team will always inform your support team that you have called. This is so that they can talk to you and see that everything is ok. All calls to the service are recorded so we can check that we are providing a good service to the people who contact us.