Transforming your Catalyst contact

Technology is increasing your knowledge and expectations, and you want an exceptional customer service from us.

You’ve told us that you would you like your contact with Catalyst to improve – be more effective in dealing with your enquiries and quicker to act on improvements you suggest.

We believe your experience with Catalyst should be simple, effortless and convenient. That’s why we’re centralising our customer contact points and changing how your queries are answered.

To help us improve your Catalyst experience even further we’ve created the role of neighbourhood experience managers. They will work with you and us, and local organisations to make sure your neighbourhoods are the best possible place for you to live.

As a first step from Monday 16 May your calls, emails and correspondence will be directed to a dedicated team within our customer service centre. We’ve also set up specialised neighbourhood support teams to assist us while we make the transition to our new way of working.

Our customer services officers and neighbourhood support team members are trained to deal with your queries first time around. Team members will log all enquiries on a central system, which will help us make sure your queries aren’t lost and are dealt with in a timely manner.

Below is a summary of what is happening and what you need to do.

Calling us

What’s happening?

Calls to neighbourhood team landlines and mobile phones will be diverted to a dedicated team in our customer service centre.

What you need to do

Please don’t call the direct landline or mobile number of your neighbourhood manager. Instead call 0300 456 2099.

Emailing us

What’s happening?

Emails to individual neighbourhood managers will be diverted to a central mailbox automatically. Our customer services officers will work with the neighbourhood support team to log all emails so we have a record of them. This will help us make sure all customer queries are answered effectively as well as highlight regular customer issues.

What you need to do

If you need to contact us via email/online, in the first instance please fill in the relevant online form:

If you need to contact us for anything else, email contactcatalyst@chg.org.uk

Writing to us

What’s happening?

All written correspondence will be directed to the responsible officer rather than being forwarded to your neighbourhood manager. This means the person writing back to you may not necessary be from your neighbourhood team.

What you need to do

Please continue to post your documents to:

Catalyst Housing, Ealing Gateway, 26–30 Uxbridge Road, London W5 2AU

We’ll then scan your correspondence and send them to the right person in Catalyst within 24 hours.

Visiting us

What’s happening?

As the role of our neighbourhood manager has changed. This means they’ll not be on hand to answer your query when you visit us. Instead a customer services officer will be able to deal with your query over the phone, and make sure your repairs issues are raised and addressed promptly.

What you need to do

Please understand that while we embed a new team you may not be able to see someone when visit your local office.

To make an appointment for someone to come and see you at home contact our customer services team on 0300 456 2099 or contactcatalyst@chg.org.uk