Hastoe residents
If you are a Hastoe resident, the quickest and best way to report a non-urgent repair, make a payment, or contact us about other Hastoe-related services and queries is through your MyHastoe online account. If you haven't registered before, all you'll need is your tenancy number which you can find on the top of any correspondence from us.
If you are not a Hastoe resident
If you do not live in a Hastoe property and you would like to contact us, then please follow the link below to fill out our contact form. If you are a resident please can you log your query through MyHastoe.
Phone
Our Customer Service Centre is open for emergency repairs and complex queries during the following times:
• Monday: 9.30am–5.00pm
• Tuesday to Friday: 9.00–5.00pm
Due to staff training, our phone lines for non-emergency calls will be closed 1-3pm on Wednesdays.
Before discussing your account, we’ll need to confirm your identity by asking for your tenancy number and date of birth so please have these ready.
Call 0300 123 2250
Our outstanding repairs phone line will be closed from 3pm daily until further notice. Please use the outstanding repair form on MyHastoe to raise any queries and the team will respond as soon as possible.
If you have difficulty hearing you can use text phone on 18001 0300 123 2250.
Out-of-hours emergencies
During weekends, evenings and Bank Holidays, we operate an out-of-hours emergency repair service on the same number:
0300 123 2250
Our out-of-hours emergency call times are:
- 5pm on a weekday to 9am the following morning (Monday evening to Friday morning)
- All day during weekends and Bank Holidays
Please only use our out-of-hours service to report a genuine emergency.
A situation is only considered to be an emergency when it presents either:
- A risk of loss of life
- A risk of serious injury
- A risk of serious damage to your property, where the repair cannot wait until the office reopens.
It is vital that customers only call the emergency out-of-hours number when absolutely necessary. This ensures that we maintain the most responsive and cost-effective repairs service for all our residents. Reporting a non-emergency repair out of hours often results in contractors going out to a property, which incurs charges. This can have an impact on the overall repairs service we are able to provide.
Examples of emergencies include:
- Leaks which cause internal damage and cannot be contained.
- A blocked sewage treatment plant or a blocked toilet (if the property only has one toilet and the tenant has already tried to clear the blockage themselves).
- A total loss of electricity or circuit failure.
- Flood.
- Fire damage.
- Insecure external doors or external doors which cannot be opened; broken ground floor windows which cannot be secured.
If you use the out-of-hours emergency line to report non-emergency repairs, you may be charged for the costs incurred.
Find out what to do in an emergency
Post and in person
If you would like to write to us, please address any correspondence to our office at:
- Fleur-de-Lis, Middlemarsh Street, Dorchester, Dorset DT1 3GX
Our registered office is:
- Marina House, 17 Marina Place, Hampton Wick, Kingston upon Thames, Surrey KT1 4BH
If you want to visit any of our offices in person, it’s important that you telephone our customer services team to make an appointment first. This will enable us to ensure that the correct person is available to deal with your enquiry.
Subject Access Request
To request personal information held by Hastoe, please follow the link below to the online Subject Access Request Form. If you have difficulty filling in the form online, please telephone 0300 123 2250 and one of our customer services team can complete it on your behalf.
