The Housing Services Centre

Here to help

Raglan’s Housing Services Centre - (HSC) can help with a wide range of enquiries. More often than not we can deal with your enquiry straight away without the need to involve your Housing Officer, Surveyor or other members of staff.

Examples of the types of enquiries we can help with include: anti-social behaviour, repair requests and progress, rent and service charge enquiries and applications for housing transfers and mutual exchanges. We also take calls from non-residents who would like more information about our homes and services.

Find out more about us on this page:

Our opening times and contact details
Our aims and service standards - our Customer Charter
Our performance - how we've improved our service
Service Improvement

HSC Opening Times and Contact Details


Usual opening hours Monday to Friday 8am - 6pm Address: Raglan Housing Waverley House 115-119 Holdenhurst Road Bournemouth BH8 8DY	Email hsc@raglan.org Telephone 0800 011 6420 (01202) 319119 (mobile users and those on price plans) Fax (01202) 295217 Text phone for deaf and hard of hearing (01202) 312771
Out of office hours helpline Telephone 0800 011 6420/(01202) 319119 (mobile users and those on price plans) Monday - Friday 6pm-8am and Friday 6pm-Monday 8am, 365 days

Our Customer Charter


As part of our excellent service we aim to: Answer 95% of all calls into the HSC Answer 90% of all calls within 20 seconds Resolve 85% of queries at first contact Acknowledge all postal and email enquiries within 2 working days
When you call the HSC we will aim to: Answer your call in a friendly way, giving our name and the name of our association Listen, try to understand and provide you with accurate, relevant and timely advice and be sensitive to your needs Ask you security questions to ensure we are talking to the correct person, when discussing your rent account	Accurately record your details and use these to deal with your call as quickly and efficiently as possible Treat you with courtesy and respect Ensure we deal with all your enquiries within 2 working days

Our Performance


	February 2013	March 2013	April 2013
Calls answered within 20 seconds (Target 90%)	87.74%	86.02%	79.20%
% of calls answered (Target 95%)	97.15%	96.70%	94.40%
% of queries answered directly by the Housing Services Centre (Target 85%)	80%	80%	80%

Service Improvement

We would like to involve residents in the maintenance and development of the service we offer and to discuss our targets and performance. To get involved please contact the HSC on 0800 011 6420 or 01202 319119 or complete the form below.

Note: Questions marked by * must be completed