Merlin extends its opening hours after listening to residents’ views

Published by Hywel LLoyd for Merlin Housing Society in Housing

Merlin Housing Society is extending its housing office opening hours after listening to residents’ views.

From the week beginning 2 May, Merlin’s three housing offices will be open for residents to pop in from 8.30am – 5pm, Monday – Friday. And on Mondays residents will be able to phone their housing office  until 6.30pm.

The six month pilot of the new opening hours follows a month-long consultation with residents in January. More than 90% of residents who took part said they were happy with Merlin’s existing opening hours but would like some small changes.

Karin Ellis, Customer Services Manager, said: “We’ve listened to what our residents have told us and introduced these new opening hours for a six month trial. They said that they’d like to be able to contact us for longer on a Wednesday and for there to be one evening a week when they could speak to their housing office.

“At the end of the six months, we will review how well used these additional contact hours have been and decide whether to make them permanent.”

Merlin’s offices are currently open from 8.30am – 5pm every weekday except for Wednesday when they open from 8.30am – 3pm. Residents are able to report any tenancy issue or repair outside of normal office hours using Merlin’s 24 reporting line, 0800 953 0340.

Any residents who would like to comment about the new opening hours can do so by emailing enquiries@merlinhs.co.uk or by contacting their housing office.