Automated calls from Waterloo

09 March 2018

Waterloo Housing Group uses automated outgoing calls for various purposes. These are a vital part of our communications and allow us to give you timely reminders about arrears and/or gather your feedback on issues which matter to you.

However, we are aware that some people can be cautious about answering calls from unknown numbers - and for good reason! Due to increasing numbers of telephone scams and telemarketing calls, it can be difficult to know what is and isn't a "real" automated message.

Please see below for some useful information on how and why Waterloo might contact you via automated call, and what we will and won't ask. It's important to remember that if you have any concerns regarding an automated call you can always call our contact centre on 0800 435 016 and one of our advisers will be happy to direct your call.

Waterloo teams who may contact you via automated call include:

The Rent team

If you are in low-level arrears you may receive an automated phone call to notify you and offer support. You may also receive calls about rent campaigns which Waterloo are undertaking, such as asking you to sign up for a Direct Debit.

The following number is displayed when a call is coming from Waterloo's Rent team: 0121 203 0170.

We will never ask you to give any information directly to the automated caller and you will always deal with one of our live call handlers when discussing your rent account, who will go through standard data protection questions with you. This will normally include your name and date of birth, but we will never ask you for bank or card details unless we are processing a payment to your rent account and data protection checks have already been completed.

The Rent team may also contact you by automated text message. When you receive a text from us 'Waterloo Housing' is displayed as if this is a saved number on your mobile. If you do not recognise the number you are being asked to call in a text message you can always call our contact centre on 0800 435 016 and they will be happy to direct your call. We will never ask you to send us personal or financial information via text message.

The Estates team

You may receive an automated call from the Estates team asking you to provide real time feedback on grounds maintenance contracts in your area. This allows you to give instant feedback and have any concerns or complements noted and actioned in a timely fashion. This will never involve you giving out any financial information such as card or bank details.

The Repairs team

You may received an automated call offering you a satisfaction survey based on a recently completed repair at your property. This allows you to give instant feedback and have any concerns or complements noted and actioned in a timely fashion.This will never involve you giving out any financial information such as card or bank details.

Independent Living Schemes

If you live at one of our Independent Living Schemes, your morning welfare check call may be automated. This allows our scheme mangers to spend more time offering support where it is most needed. The automated call will be followed up by a live call if any problems are noted.