The world is changing and our business is evolving too
We want to offer a more local service, listening to our customers to improve what we do and increase accountability. We want to provide a more personalised experience, with services that are designed around you.
We’re part of Flagship Group, along with two other local housing providers Victory Housing and Suffolk Housing. The Group owns, manages, and maintains 32,000 homes in the East – and one of them is yours. From today, each housing provider will manage around 10,000 homes, which means that there may be some changes that affect you. Use our postcode finder below to find out.
If you’re leaving Flagship Homes we’d like to thank you for being our customer and wish you the best of luck for the future. If you’re joining Flagship Homes, then welcome! We’re committed to providing you with an outstanding service, one that focuses on the things that matter and recognises that a little kindness goes a long way.
Interested in helping to improve and shape our services? Please get in touch with email@example.com
Things you need to know
Will there be any changes to my tenancy or to my rights?
No, there will be no change to the terms of your tenancy, or to your rights. There will be no need to sign a new agreement.
Will there be any changes to my rent?
These changes will not affect how you pay, or the amount of rent you pay.
Will I still be able to claim benefits in the way that I have been?
Your universal credit and housing benefit payments will not be affected, you don’t need to make any changes to your claim.
How do I contact my Housing team?
From 6 April all services will be provided locally through the housing management teams, you may see a change in your point of contact. If you need to speak to us about this, please contact customer services on 0808 168 4555.
What will happen to my mutual exchange?
Your mutual exchange will proceed. If you are part way through an exchange, we will contact you to let you know.
How do I report anti-social behaviour?
Please contact Customer Services on 0808 168 4555, where we may direct your query to a specialist team if necessary.
Repairs and maintenance
Who will provide my repairs?
From 6 April, Flagship Group’s inhouse repairs and maintenance specialists, RFT Services, will provide all repairs and planned works (such as kitchens and bathrooms) across all three housing associations. Therefore, as a Suffolk Housing customer, your provider will be RFT Services.
How do I log a new repair?
You can log a new repair by calling 0808 168 4555.
What effect will this have on my service?
From 6 April, RFT Services will provide all repairs and maintenance services. However, due to the impact of Covid-19, this will be a limited service, prioritising emergency, and compliance work, along with any external works where it is safe to do so.
How long will it be before my repair or planned work is attended to?
We kindly ask that you bear with us through this period of change. As we hope you can appreciate, due to Covid-19 we are already working through a significant backlog, and there may be short-term delays in the service RFT Services can provide. Please rest assured, we are doing all we can to provide you with an outstanding customer service.
What happens if I have reported an existing repair?
Our teams are doing all they can to ensure your repair is scheduled and your transition to RFT Services (if applicable) is as smooth as possible.
However, due to the transfer of Jeakins Weir and MCP staff to RFT Services, there may be short term delays in attending to your existing repair. A member of our team will be in contact with you to discuss any existing repairs you may have already reported. We apologise for any inconvenience.
Will there be any changes to out-of-hours repairs services?
From 6 April, any emergency repairs that need to be reported out of hours, can be done so by calling 0808 168 4555.
Who will be providing grounds maintenance and cleaning services?
If they don’t already, from 6 April RFT services will be providing your grounds maintenance and cleaning services.