Contact us
Contacting us
General information
You should be able to find the answer to most questions right here on our website. This should be your first stop to help you with any general queries you have about your tenancy and our services. You'll also find links to download and read public reports from our board meetings. Follow us on Facebook or Twitter for up-to-the-minute information.
Check the other sections of this page for specific services. For all other issues, use our General Enquiry form.
Requesting services (non-urgent)
Contacting us online means you can do it in your own time, without having to call us. My Account lets you check the important things to do with your tenancy, like rent and repairs. For everything else, use the web forms or email us.
Calling us directly
You should really only need to call us if you have an urgent repair, if there is an emergency or if you’re unable to use our website for some reason.
Urgent Advice
This includes things like discussing rent arrears, payment agreements, benefits advice and court action/evictions, but also more serious anti-social behaviour and things that mean your tenancy may be at risk.
Customer Services
contactus@derbyhomes.org (non-urgent queries only)
01332 888 777
Monday to Friday – 9AM to 3PM (Non-urgent enquiries)
Call anytime for emergencies. Phone lines are open from 8AM to 5PM.
For out of hours emergencies, call 01332 642202 (evenings 5PM - 8AM and weekends). This service is operated by Derby City Council Carelink.
Deaf customers can text us on 07786 201784.
All calls to Derby Homes will be recorded for training and monitoring purposes.
Postal address
Derby Homes Ltd839 London RoadDerbyDE24 8UZHow to report a repair
Tenants should report all non-urgent repairs through MyAccount. This is an an online service that's available 24 hours a day, 7 days a week. Login or register here.
Leaseholders should contact us by email or telephone to report a communal repair.
Calling us directly
You should really only need to call us if you have an urgent repair, if there is an emergency or if you’re unable to use our website for some reason.
If you can't report a repair online
We will only take calls for non-urgent repairs between 9AM - 3PM on normal working days.
Call anytime to report emergencies
Our phone lines are open from 8AM to 5PM. You can call anytime to report an urgent repair to us.
What is classed as an urgent repair?
These include things like:
- total or partial loss of services (electric, gas, water)
- unsafe electrical sockets or fittings
- blocked toilet, sink, bath or basin (with no others available)
- leaks; a loose handrail and unsecure windows, doors or locks or where a door entry phone is not working.
For more information on what is an urgent repair, see our Repair FAQ page.
Customer Services
01332 888 777
Monday to Friday – 9AM to 3PM (Non-urgent enquiries)
Call anytime for emergencies. Phone lines are open from 8AM to 5PM.
For out of hours emergencies, call 01332 642202 (evenings 5PM - 8AM and weekends). This service is operated by Derby City Council Carelink.
Deaf customers can text us on 07786 201784.
contactus@derbyhomes.org (non-urgent queries only)
All calls to Derby Homes will be recorded for training and monitoring purposes.
Moving home
You can apply to join the housing register, search for available properties, and log in to your application on Derby Homefinder.
If you want to find out more information about moving home, including our allocations policy, renting in the private sector, and other housing options including swapping your home or moving outside of Derby, then go to the Find a Home page.
Contacting the Housing Options Team
if you need to discuss any aspect of your housing application or moving home, get in touch with our Housing Options team.
housing.options@derby.gov.uk
01332 888777 (option 5)
01332 640666 (Minicom)
Urgent housing advice
If there is an emergency in your home or your area and you feel you need a temporary place to stay, we may be able to find you emergency accommodation. We will support you in resolving your situation, if possible and keep you informed about when you will be able to return home.
- flooding
- fire
- kicked out of parents home
- served notice by landlord
- domestic abuse
housing.options@derby.gov.uk
01332 888777 (
01332 640666 (Minicom)
The Council House
Corporation Street
Derby
DE1 2FS
Homeless tonight
Call us on 01332 888777 (option 4) between 8.30AMand 5.00PM, Monday to Friday.
Outside of office hours call Care Line on 01332 956606 (or 01332 956607 if you are a professional calling to refer someone).
Advice from other agencies
Shelter have expert housing advisers you can contact online or over the phone.
Free telephone helpline: 0808 800 4444
Web: england.shelter.org.uk/get_help
For independent local help, you can also contact Direct Help and Advice (DHA):
Telephone: 01332 287 850
Web: www.dhadvice.org
Derby Homes delivers the homeless service for Derby City Council. If you are in housing difficulty or homeless, we may be able to help.
Unfortunately there is a shortage of housing across all sizes and tenure types in Derby, but we hope the information here may help you in trying to find a solution. It is important you are realistic about the type of accommodation you may be able to access and the areas of the city in which it may be available.
We have a focus on preventing homelessness and if you already have somewhere to live we will try to help you stay there.
Rent and payments
You can check your rent balance on MyAccount or pay your rent, service charges and invoices online.
Call us on 01332 888777 (option 5) between 8.30am and 5.00pm, Monday to Friday.
If you can’t pay your rent, you must contact us straight away. If you’re on a low income or benefits you could get some or all of your rent paid for you.
Money advice
Email us at money.adviceteam@derbyhomes.org or phone 01332 643 394 for advice or to arrange a telephone appointment.
If you are not a Derby Homes Tenant you may still be able to get help by contacting Citizens Advice.
Read more on our Money Advice page.
Postal address:
Derby Advice
Derby City Council
The Council House
Corporation Street
Derby
DE1 2FT
Phone: 01332 643394
Minicom: 01332 640666
What if I don’t rent a property managed by Derby Homes?
You can still get help by contacting the Citizens Advice Bureau on 01332 228700
If you are worried about paying your rent or mortgage, Shelter can provide advice to help prevent problems getting out of hand. Contact Shelter on:
Free telephone helpline: 0808 800 4444
england.shelter.org.uk/housing_advice
Benefits advice
The Welfare Rights team, part of Derby Advice, provide free, confidential and independent advice on all welfare benefits. Read more on Derby City Council' website.
Anti-social behaviour
What is anti-social behaviour (ASB)?
ASB is any behaviour from people outside of your home that causes or is likely to cause you alarm or distress. There are lots of different types, but most people will know the sort of thing that is not acceptable. Some examples are loud music, barking dogs, verbal abuse and threatening behaviour.
The easiest way is to report it online. For all of the ways you can contact Derby Homes about ASB click here.
Read more about how we deal with anti-social behaviour. [section link]
Contact details
01332 888 777 (Monday to Friday – 9am to 3pm)
Deaf customers can text us on 07786201784.
If you or someone else is in immediate danger you should contact the Police.
Advice for landlords
We provide free help and advice to private rented sector landlords in Derby who are having difficulties with tenants and who may be considering serving notice for any reason. Our caseworkers have a wealth of knowledge on housing, welfare benefits, homelessness legislation and housing related issues.
Contact the Private Rented Sector Team
prs@derbyhomes.org
01332 956 4444
Read more about the support we can offer you here [section link]
Make a complaint
We try to get things right first time. However, we appreciate this doesn’t always happen. We take all complaints seriously and believe we can learn from our mistakes to improve our service in the future. As a landlord, we're also a member of the Housing Ombudsman Scheme. You can contact the Housing Ombudsman at any time during the complaints process. Read more about how we deal with complaints [section link]
Customer Experience Team
housing.complaints@derbyhomes.org
01332 888777
Housing Ombudsman
info@housing-ombudsman.org.uk
0300 111 3000
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ