New services for customers go live today
From 1 September, key services at THCH are improving. As part of our integration with the Hyde Group, customers will now have access to a new in-house repairs service, a quicker and more helpful customer service centre, and easier ways to manage their home online through the MyAccount portal.
We’re introducing these services because they’re designed to make things easier for customers. This means better tools behind the scenes, helping us respond more quickly and consistently, and making it simpler for customers to get the support they need.
This means:
- New customer services: A new number (0800 3 282 282) and team, with better tools to resolve issues first-time.
- In-house repairs: A dedicated team for Tower Hamlets, with better oversight and faster response times.
- Digital access: MyAccount – an online portal and app where customers can manage their home anytime, anywhere.
Customers can also now manage rent payments using their new Payment Reference Number via MyAccount. These changes are designed to make everyday interactions smoother, more transparent, and more responsive.
A foundation for future investment
This isn’t just a tech upgrade, it’s the foundation for long-term improvements to the homes and lives of our customers. With £62 million committed to homes and communities over the next five years, we’re already investing in estate upgrades, community centres, and safety improvements. The new systems will help us deliver these projects more efficiently and keep customers better informed along the way.
This is a big step forward and we’re excited for the future, growing stronger through partnership, whilst staying local at heart.