Customer Services team

Please contact Customer Services on:

0800 085 1171 (free from landlines and mobiles)

Alternatively you may contact the Customer Services team:

• By email - customerservices@twocastles.org.uk

For assistance on any of the following:

• First time reporting of day to day repairs (including repairs to hot water and heating systems) or defects to properties under 12 months old. Note if you are a leaseholder then this only applies for first time reporting of general maintenance repairs covered under your service charge – click here

• Queries on your rent or service charge account (except where you receive Housing Benefit, which should be directed to your Housing Officer)

• Lettings 

• Details of planned major repair and cyclical works (rented properties) click here

• Reporting of complaints click here

• First reports of residents suffering anti-social behaviour - click here

For any other matters, please contact:

• Your Housing Officer for any other housing management enquiries

• Our Property Services Maintenance Assistants, for any other repair problems, (ie damp/mould/condensation/draught issues, fencing or paving problems etc).

• Our Property Surveyors for any landscape maintenance enquiries.

If you have any queries regarding the services provided by the Customer Services Team please do not hesitate to contact Pamela Armstrong, Customer Services Manager (telephone 01228 635484 or email pamela.armstrong@twocastles.org.uk).

 **Please always report emergency repairs by telephone to ensure they receive prompt attention**

 
Two Castles’ office opening hours (Monday to Friday) are:

 

 

 

 

 

 

 

 

 

Outside of office hours, emergency repairs can be reported to:

 

3 Castle Street

Carlisle

CA3 8SY 

8.45 am to 5.00 pm

 

   

Our normal 0800 085 1171 (free from landlines and mobiles) and select the option for out of hours (option 1)

Alternative numbers are also available using 0845 543 6417 or the direct out of hours number 0161 909 6997

154 New Bridge Street Newcastle upon Tyne NE1 2TE 

8.45 am to 5.00 pm

Catherine Mill Catherine Street, Whitehaven

CA28 7BE 

9.00 am to 1.00pm