Living in a Hedyn home.

You can contact us in any of the following ways:

• Drop us an email: hello@hedyn.wales
• Send us a message via Live Chat
• Call us: 0300 1212 345
• Write to us at our Nexus House office

A colleague from our Customer Experience Hub will be happy to help you.

There are many ways to pay your rent and other charges, so choose the best option for you. Remember, your rent is always paid in advance.

You can pay:

• By Direct Debit: easy to use and secure – contact us to set it up.
• Online: make an online payment using our secure payment service.
• Over the phone: call us on 0300 1212 345 to make a payment, all you need is your tenancy reference number.
• At a Post Office or PayPoint location: If this is how you prefer to pay, please contact us for a payment barcode.
• Using Allpay: You can visit your local Post Office or PayPoint outlet, just look for the PayPoint and Allpay signs. Allpay card users can now register at the Allpay website.
• In person: You can also visit one of our offices and make a payment. See our office locations and opening times for more information.

If you’re worried about paying your rent or other bills, please contact us. Our Income and Advice teams can help.

We want to make sure your home is safe for you to live in, and we’re here to help you look after it. If you need a repair, please get in touch with us.

If you have an emergency repair, such as complete water loss, please call 0300 1212 345.

Please be aware that some routine repairs are your responsibility, as:

• decorating and providing floor coverings
• curtain rails, battens, hooks, rails and shelving
• maintaining gardens and sheds (unless communal)
• washing lines, rotary driers and clothes airers
• outside taps
• smashed windows/broken glass
• plugs and fuses
• resetting your boiler, bleeding radiators and setting heating controls
• gas and electricity meters
• CCTV and security cameras
• bathroom fixtures, like showers heads, toilet seats and plugs

To report a repair, please contact us:

• Drop us an email: hello@hedyn.wales
• Send us a message via Live Chat
• Call us: 0300 1212 345

Your feedback helps us to improve the quality of our services. We want to treat all residents fairly, and build trusting relationships with you.

We’ll address any complaints quickly and effectively. You can make a complaint by:

• Drop us an email: complaints@hedyn.wales
• Send us a message via Live Chat
• Visit us in person (A Hedyn colleague will record your complaint details and pass them to our Complaints Team.)

We’ll acknowledge your complaint in two working days. We’ll send you a full response within ten working days.

If you’re not happy with our response, you can appeal. You’ll receive a response to your appeal within 15 working days.

We want to resolve complaints as soon as possible. But, if we can’t, you can take things further by contacting the Public Services Ombudsman for Wales.

For more information, read our complaints policy.

Everyone has the right to enjoy their home in peace and quiet. We expect all our residents to be considerate and respectful of their neighbours.

Sometimes, this isn’t the case. If you experience ASB, you can contact us for advice or to report a problem.

If there’s an emergency and you, or anyone else, are in danger, please call 999. If the situation isn’t an emergency, but needs police advice and intervention, please call 101.

If you’re reporting criminal behaviour, we’ll need police evidence to help you.

We can help you with the following types of ASB:

• noise nuisance (If you’re experiencing noise from another home, we’ll assess the situation and decide whether action needs to be taken.)
• verbal abuse
• intimidation
• harassment
• hate related incidents/crimes
• domestic abuse support
• criminal behaviour from a resident’s home or affecting the neighbourhood (with Police evidence)

To report ASB, please contact us:

• Drop us an email: hello@hedyn.wales
• Send us a message via Live Chat
• Call us: 0300 1212 345