Contact us

On this page you can find out all the different ways you can contact us. However, before getting in touch you can check to see if the answer you are after is in our online database of common questions and answers.

You can contact us using the following means:

Online live chat: Select the chat icon on this screen and type your details to connect immediately to one of our Service Centre Advisors. If there are no Advisors available then you will have the option to leave a message and we will get back to you.
Through the residents’ My Newlon portal. Report repairs or issues 24/7. Please always phone us if you have an emergency/urgent repair.
Residents’ enquiries: 020 7613 8080 (Monday to Friday, 8am – 5pm)
All other enquiries: 020 7613 8000 (Monday to Friday, 9am – 5pm)
Email: repairs@newlon.org.uk for all non-urgent maintenance/repairs queries. (Please call us for emergencies/urgent repairs, as email responses are 2 – 10 working days.)
Email: customerservice@newlon.org.uk for all other housing related queries.
If you are deaf, or experience issues with hearing loss or tinnitus, you can use the free service from Relay UK to help communicate with us. You can find more information at www.relayuk.bt.com. This service is provided 24/7 and can be used to contact us for out of hours emergencies.

How to report an out of office hours emergency/urgent repair

If it is out of office hours and your repair is an emergency, please phone the Service Centre on 020 7613 8080 and you will be given options to contact the contractors who can deal with your repair.
It’s important that you phone us if you have an emergency/urgent repair. Please do not email us as we are unlikely to respond within the required timescale.
Emergencies include total loss of water or electricity and dangerous structural damage, such as a collapsed ceiling.
We have two main contractors who repair residents’ heating systems – Oakray and PH Jones. If you know which contractor is responsible for maintaining your heating and you have an emergency repair out of hours you can call them directly on the following numbers:

Oakray: 020 8370 4705
PH Jones: 0333 004 2222

For a small number of specific schemes this cover is provided by Veolia. If you live at:

For Brook House please use:0330 053 5704
For Hale Village please use:0330 053 5705
For Dunedin Rd please use:0330 024 0449
For Millstream Tower please use:0330 175 8533
For Longford House please use:0330 175 8532

On bank/public holidays please choose option 2

If you are unsure which contractor maintains your heating please call 020 7613 8080 in the normal way.

Contacting the Service Centre

When calling our Service Centre, it’s important that we can verify who you are for security reasons before proceeding with your call. Please expect to be asked questions such as your full name, full address, telephone number and email address. This is to ensure security of your information and to confirm that we have your updated and most recent contact information.

Our staff work very hard to make sure they fully understand what you need and try their best to help and so we would like to remind residents that we will not tolerate any form of violence, abuse or unacceptable behaviour towards us. Violence is not restricted to acts of aggression that may result in physical harm, it includes behaviour or language (written or verbal) that may cause staﬀ to feel oﬀended, afraid, intimidated, threatened or abused. This applies to all areas of our work and to all methods of contact including telephone, face-to-face, letters, e-mails and any other form of communications.

Visiting our Head Office

In common with many other organisations Newlon has a hybrid working approach. This means that the majority of staff members are spending part of the week working from home and part of the time in the office. As a result, our Head Office remains closed to visitors, except by appointment. If an appointment has been arranged for you this means that the member of staff you need to see will be in the office on that day rather than working from home. Please do not come to Newlon House unless you have a pre-arranged appointment.

If you are due to attend an in-person event at our office, please reschedule if you develop any cold, flu or COVID symptoms. We can also arrange to carry out appointments through video conferencing such as Zoom.

Contact a specific service

To view specific contact details for our key services, please follow the links below:

Repairs
Complaints
Media enquiries
Anti-social behaviour
Barnsbury Estate
Financial inclusion
Fire safety
Home ownership
Intermediate Rent
Rent payments and enquiries
Resident involvement opportunities
Service charges

Contact us about vacancies

As a growing organisation we do sometimes have job vacancies, so if you are looking for work remember to check newlon.org.uk/vacancies.

If you have an enquiry about a vacancy you have seen or are applying for a job with us please e-mail recruit@newlon.org.uk.

How to get to our Head Office

Our Head Office address is:

Newlon Housing Trust
Newlon House
4 Daneland Walk
Hale Village
London
N17 9FE

Newlon House is situated two minutes walk from Tottenham Hale station.

Directions to Newlon HQ – This downloadable PDF has a map and written instructions of how to get to our offices at Hale Village.