Cyber Incident
Update Friday 22nd September - 16:30
We want to keep you up to date with the latest information following the cyber incident that we experienced at the start of August.
We’re now providing the usual services that customers receive from us, but we are still recovering in some areas, and you may still experience some disruption. We apologise for any inconvenience that this may cause.
It’s taking longer for us to answer calls and our usual call routing options are not yet in place on our telephone lines. We are working hard to resolve this. You can also email us at enquiry@incommunities.co.uk
Finally, we would like to thank you for the patience that you have shown our employees and ask that you continue to show understanding when speaking to a member of our team.
Update Friday 1st September - 16:00pm
We want to keep you up to date with the latest information following the cyber incident that we experienced at the start of August.
As mentioned in the last update, we’re now able to provide all the normal services that customers receive from us, but there are likely to be some delays as we catch up following the disruption. We apologise for any inconvenience that this may cause.
We’re aware that it may take longer than usual for us to answer calls and that some customers may have been cut off whilst waiting to get through to us, we’re very sorry about this. The issue has now been resolved. Your call is important to us, and we will do our best to answer as soon as possible.
Finally, we would like to thank you for the patience that you have shown our employees and ask that you continue to show understanding when speaking to a member of our team.
Update Wednesday 23rd August - 10:00
We would like to provide you with a further update on the issues that we have been experiencing following the cyber incident.
After the incident we immediately put in place our cyber security protocols and closed down some of our systems. We also undertook a full investigation with an expert team.
Whilst we are still in the process of bringing back up some of our systems, we are now able to operate the normal services customers receive from us, albeit with some delays, so it may take slightly longer than usual to deal with your request.
The main email address for enquiries, found on the ‘Contact us’ section of our website is now working, and our colleagues are working through those emails, although it will take time to catch up.
Customers can still contact us by phone but there is likely to be a slower than normal response time to some enquiries.
Repairs
Our repairs service is now back up and running, so in addition to booking emergency repairs, we have now opened up the booking of non-emergency repairs.
It may take slightly longer than usual to book your repair, so we ask you for your patience during this time.
Complaints
We are able to log and acknowledge complaints, although the response timescale is likely to be slower than the agreed 10/20 days, this is due to difficulties investigating issues as a result of systems access. We apologise for any inconvenience that this may cause, and we will do our best to minimise these delays.
Rent payment update
Direct Debit payments due from the 24th August will now be collected as normal. We are very sorry for the disruption to our Direct Debit payment systems in recent days and any difficulties it may have caused you.
Payments taken between the 3rd August and 23nd August are being processed onto rent accounts this week.
We want you to be confident that you are being given the right advice and only by an Incommunities member of staff. If you have any concerns that you are not speaking to one of our team, please end the call and phone our customer service team on 0330 175 9540.
Our teams have been briefed to ensure sure that we have security steps in place to give you full confidence that you are speaking to someone from Incommunities and that your money is being kept safe.
All other payment methods are working as normal.
Home sales
For home sales enquiries (Right to Buy / Right to Acquire) please contact us on the numbers below:
Leah Davidson – 07775 227365
Rick Walker – 07551 280797
Grounds maintenance, voids and estates
Our voids, grounds maintenance and estates teams are working as normal. Work on our planned investment programme, as well as work relating to damp and mould, is continuing with minimal disruption.
Finally, we would like to thank you for your patience that you have shown our staff and ask that you continue to show understanding when speaking to a member of our team.