In view of the recent problems with Magna properties, we felt it might be useful to post how to get help, or report a problem to  Magna.

Below are the ways Magna customers can contact Magna to report repairs or other issues or to ask questions about expected repairs.

1. You can phone 0800 358 6025
2. Live chat is available on their website https://www.magna.org.uk/help-centre, this will give you direct access to the Customer Care Team, with the same support you get via a telephone call without the wait times.
3. You can also report a repair, damp or mould at magna.org.uk/contact-us/complaints

IMPORTANT If you report a problem or have a complaint always keep a record.

For example:

1. Emails or letters you send or receive with dates.
2. Dates and description of any phone calls you have made. keep a record of what is said and who you spoke to.
3. Complaint or case reference numbers.
4. A note of any missed appointments or call backs.

The council or housing association response

They must write in clear plain language and give:

1. A decision and reasons
2. Details of any offer to put things right or actions they will take
3. Information on how to take your complaint to the next stage if you are not happy. All organisations must have a customer complaints procedure which you should use if you are unhappy with their initial response.

If you need to take the complaint further:

Go to https://england.shelter.org.uk/ and use the search box to find “Complain about a council or housing association” for advice.

If you need any further help, please contact the Timberscombe Good Neighbours Team on 07391870332