Welcome to the first edition of our new and improved ‘My Great Place’ customer magazine.

As part of our improved service offer, we have looked at the way that we speak to our customers to improve both our digital and printed magazines.

This year has been hard for lots of our customers, with many facing extra pressures. As your landlord, I want to assure you that we will carry on providing essential services and supporting our customers and communities hit hardest by the pandemic.

Earlier this year, we merged with Equity Housing Group to create a ‘new’ Great Places, which is focused on providing improved services for customers.

Since the merger, we have worked with customers to create our new three-year Customer Experience Strategy, which explains how we will improve our services and our customers’ experience. Some of the changes that our customers can look forward to include:

  • Working with our partners to provide more services, activities and support for customers, including help to maintain tenancies and access to education and training.
  • Improving communications so we give the right messages, about the right things at the right time.
  • Investing in digital services to provide a 24/7 responsive service for customers.
  • An improved complaints process to ensure the voice of our customers is better heard.

We have lots to tell you in this new edition of ‘My Great Place’. It shows the work we are doing in our regions and how we support the communities we work in. It also gives important information about the switch to Universal Credit, and how you can contact us digitally if you are able to.

We hope you enjoy it.

Matt Harrison

Chief Executive

Get in touch with us


Being there for our customers is important to us; we want to reassure you that we are here to help should you need to get in touch.

If you need advice there is lots of information and support on our website www.greatplaces.org.uk.

You can also email us at customersolutions@greatplaces.org.uk.

If you have already sent an email with your enquiry but have yet to receive a response, please do not call us to follow up - we are working through all of our enquiries and we will be in contact with you shortly.

If you do need to call us, contact our Customer Solutions Team on 0300 123 4460. Please remember we are currently experiencing a high volume of calls and there is an increased waiting time to get through to our advisors. Your call is important to us and we will answer your call as soon as we can.