Customer Service

Our customer service principles centre around:

  • Keeping promises and managing expectations
  • Listening and keeping customers informed
  • Being professional
  • Communicating clearly
  • Learning and improving from feedback
  • Doing little things well

Staff Training

On the following dates our Customer Services staff will be unavailable to answers your telephone calls between the hours of 3.30pm – 6:00pm due to staff training.

  • 15 April 2020
  • 20 May 2020
  • 17 June 2020
  • 15 July 2020
  • 19 Aug 2020
  • 16 Sept 2020
  • 21 Oct 2020
  • 18 Nov 2020
  • 16 Dec 2020
  • 20 Jan 2021
  • 17 Feb 2021
  • 17 Mar 2021


If you have an emergency repair during these hours you can still call our main line number 020 7780 3070 and our emergency services team will be happy to assist you.</p

Above and Beyond

THCH’s Above and Beyond Scheme is for when you, a THCH customer, feels a staff members performance has gone above and beyond what is normally expected. Nominated staff could be in line for a reward of shopping vouchers to the value of £50 and a framed certificate.

Nominations are reviewed quarterly by Our Voice, THCH’s staff forum.

To nominate a member of staff, please download and complete the attached form and return it to: Human Resources, THCH, 285 Commercial Road, London, E1 2PS or by email to

If you have any questions get in touch

You can visit our office at 285 Commercial Road, London, E1 2PS or give us a call on: Telephone: 020 7780 3070 (Mon-Fri 8:30am-5pm).