Contact us
Repairs and general enquiries
Report a non-urgent repair
You 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.
Leaseholders should contact us by email or telephone to report a communal repair.
If you can't report a repair online
We only take calls for non-urgent repairs between 9AM - 3PM, from Monday to Friday.
Reporting emergency and urgent repairs
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?
Urgent repairs 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.
Non-urgent enquiries
My Account lets you check the important things to do with your tenancy, like your rent account and repairs you've reported. For everything else, use our web forms or email us.
Contacting Customer Services
[email protected] (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 07860 097426.
All calls to Derby Homes are recorded for training and monitoring purposes.
Postal address
Derby Homes Ltd839 London RoadDerbyDE24 8UZRent and payments
You can check your rent balance on MyAccount or pay your rent, service charges and invoices online.
Call us on 01332 888777 between 9.00 am and 4.30pm, 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.
Homeless or threatened with homelessness
Call us on 01332 888777. We are open between 8.30am and 5.00pm, Monday to Friday. If you need help when we are closed, your call will be diverted to the emergency out-of-hours team support.
For more information about homelessness in Derby, go to Derby City Council's website
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.
Derby Homefinder applications
You can find general information about moving home, including how homes are allocated, how long it can take to get a home, renting in the private sector, and other housing options in the Find a Home section.
Contacting the Housing Options Team
if you need to discuss any aspect of your Derby Homefinder application, get in touch with our Housing Options team.
[email protected]
01332 888777
01332 640666 (Minicom)
Money and benefit advice
Money advice
Telephone: 01332 643394 (Monday to Friday from 10am to 3pm)
Email: [email protected]
Welfare Rights Advice
Telephone: 01332 643394 (Monday to Friday from 10am to 3pm)
Email: [email protected]
Derby Advice
Derby City Council
Council House
Corporation Street
Derby
DE1 2FT
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.
Read more about how we deal with anti-social behaviour.
Contact details
Report anti-social behaviour online
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
[email protected]
01332 956 4444
Complaints, compliments and feedback
Complaints
You can make a complaint in whichever way you prefer. Using our forms are the best options because it means we get any essential details we need from you. If you'd prefer, you can also email, call, write or visit us.
Call us on 01332 888777
Write or visit us at our Head Office (reception is open Monday to Friday from 8:30am to 4:30pm)
Customer Experience OfficerDerby Homes Ltd839 London RoadDerby
DE24 8UZ
You can contact the Housing Ombudsman at any time during the complaints process. Read about our complaints procedure.
Compliments and other feedback
To make a compliment or give us feedback about anything else, use this webform.
Ali: Digital Helper
You may have noticed a new launch button when visiting our website. When you click on it, a chat window will open and you can start a conversation with our digital helper: Ali.
The digital helper is an additional service that complements the other ways you can contact us. Ali uses Conversational AI to understand what you ask and reply to you in a human-like way. As well as webchat, you'll also speak to Ali when you call us.
Using the digital helper on the website
From anywhere on our website, click on the "Chat with Ali" button on the left-hand-side of the screen. To start chatting, choose "Continue" to confirm you have read and understood our privacy policy. Ask Ali a question you'd like answering or tell them something you're trying to do.
Ali can answer best if your questions are written clearly. Use four words or more, but don't make them too long. If you don't get the answer you're looking for, try typing it a different way.
You can ask questions about things like:
- repairs
- rent and other payments
- money and benefit advice
- homefinder and housing options
- tenancy-related queries.
Ali will continually learn and improve on how well they answer questions. The range of subjects and related knowledge will also increase over time.
Speaking to Ali on the phone
You don't need to do anything differently. When you call us, Ali will try to help you. If Ali can't help, they will direct your call to the right person.
In the past, our phone system used a recorded message that gave you a list of numbered options. You had to press the option number for the team you think might be able to help you. Ali will have a conversation with you to find out what you're after and then transfer your call to the team that can help, if needed.
Why are we using AI?
Using artificial intelligence on our website and our phones means we can offer you 24/7, real-time support to answer your questions and get the information you need. It should mean you don't have to wait or need to know who to contact. If Ali can’t help with your query, you'll be passed to the appropriate service during opening hours. Opening hours vary.
It also helps us improve efficiency. By automating how we deal with routine tasks and common enquiries, we can free up staff time to focus on more complex issues and provide a more personalised service to you when you need it.
What is conversational AI?
Conversational AI is a form of artificial intelligence that allows machines to understand and interpret natural language and engage in human-like conversation with people. AI systems are trained on huge amounts of data, which is used to teach the system how to understand human language and interact in a natural way.
It's an exciting new technology that allows you to communicate with us using an AI-driven digital helper. Think of it like having your own personal assistant who can help you in real time with common enquiries and tasks 24/7. It means you can get quick and accurate answers to questions and access information at any time, whether you prefer to do things online or call.