Customer Services

We're here to help. Freephone number: 0800 678 1228

Dedicated Customer Services Team

As part of our ongoing effort to provide excellent customer service, our dedicated Customer Services Team will deal with your call quickly so that your query can be dealt with efficiently.

At Caledonia we will be working hard for you to provide the following:

  • We aim to answer your call 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 aim to treat all callers with courtesy and respect and in a professional and friendly manner.
  • We aim to treat all calls in the strictest of confidence
  • We aim to quickly establish the reason for your call and how best to assist. We will 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.

OFFICE HOURS - 0800 678 1228

Our Customer Services Team office will be CLOSED for enquiries, pay rent or report a repair during the following hours:

Monday to Thursday               17:00 to 09:00

Friday to Monday                    16:00 to 09:00

Within office hours please report all repairs, including emergencies, to Caledonia Housing Association’s dedicated Customer Services Team.

OUT OF HOURS EMERGENCY SERVICE – 0800 783 7937 - PERTHSHIRE, ANGUS, FIFE & TAYSIDE

Available outside our office hours (see above). Our out of hours calls are handled by one call handler BR24. When contacted BR24 will make arrangements for contractors to attend to emergency repairs. BR24 will also contact Caledonia Housing Association staff if the situation is serious.

PLEASE NOTE: DO NOT CALL THIS NUMBER TO REPORT A ROUTINE OR OTHER NON-EMERGENCY REPAIR.

ALL REPAIRS – WEST HEATHER ROAD, INVERNESS
ALL REPAIRS FOR OUR RESIDENTS AT WEST HEATHER ROAD, INVERNESS ARE REPORTED TO CAIRN HOUSING ASSOCIATION ON 0845 224 1754.

ALL REPAIRS – ASSYNT ROAD, INVERNESS
ALL DEFECTS/REPAIRS FOR OUR RESIDENTS AT ASSYNT ROAD, INVERNESS ARE REPORTED TO CALEDONIA HOUSING ASSOCIATION VIA THE CUSTOMER SERVCIES TEAM (NUMBER ABOVE).