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

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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 customerservices@thch.org.uk

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).