Posted 01.03.2024

Newyddion: Your March tenant newsletter

Welcome to Newyddion. Here's a sneak peek into what you'll find inside this newsletter:

  1. Cadwyn proposal feedback deadline
  2. Changes to our phone lines
  3. Beware of claim management companies
  4. Join our decarbonisation focus group
  5. Discover how our Financial Inclusion Team turned a tenant's financial situation around
  6. Emergency repairs reporting

Share your thoughts on our Cadwyn proposal

You still have until 7th March 2024 to provide any feedback on our Cadwyn proposal.

You can let us know what you think of our plans using any of the below options:

  • Write to Newydd, 5 Village Way, Tongwynlais, CF15 7NE

  • Email

  • Send a message through your My Newydd account

  • Text us on 07422 128780

There is still a lot of work to do before a final decision is made. You are at the heart of our decision making and it’s very important that we gather your views first. We are also talking to other key stakeholders and staff about the proposals. We’ll continue to keep you updated throughout.

For more details about our proposal and how it may affect you, please check out our leaflet and frequently asked questions here.

Changes to our phone lines

We recently shared with you that we were trialling a 4-week period where, from Monday to Thursday, our regular customer service hours were changed to 10am to 4pm. From 8:30am to 10am and 4pm to 4:30pm our Customer Services Team would help with emergencies, rent payments and appointment cancellations only. Customer Services hours on Fridays would stay the same, which are 8:30am to 3pm.

What were the results of our trial?

  • Call wait times reduced which meant emergency repairs were getting through to us and being actioned quicker.

  • Digital enquiries for non emergency queries increased, but our response time halved.  

  • The number of calls  increased between 10am-4pm but the call wait time did not.

Based on this positive outcome, we've decided to make these changes permanent. We welcome your feedback and encourage you to contact us as we continually strive to improve our services. Thank you!

Important notice: Claim management companies

We would like to make you aware that these companies may not be what they seem. They may not give you all the information you need before you agree to work with them, and they could put you at serious financial risk. If you’d like to discuss any issues you may have in your home please get in touch. Your repairs will be completed quicker if you speak to us, as the disrepair process can take a long time. It’s important to us that you’re happy with the services we provide. We’ll do everything we can to support you and look after your home.

To shed more light on the risks associated with claim management companies, you can find information about it on our website here

Making your home energy efficient

We need your views! We have set up a decarbonisation focus group for tenants and we are looking for new members. In these focus groups, we will be talking about the Welsh Government's programme to make homes more energy efficient and warm. Our meetings are relaxed, and you can freely share your thoughts, ideas, and questions with our team. 

If you're interested, send Caroline, our Tenant Liaison Officer a text at 07501052835 with your name, address, and "FOCUS GROUP." You can also let Caroline know that you’re interested by sending her an email via

How can our Financial Inclusion Team help you?

One of our tenants recently faced a challenge when their Housing Benefit was suspended, and they were put in contact with our Financial Inclusion Team.

Our Financial Inclusion Officer took a closer look at their situation and discovered something important— the tenant wasn’t claiming Child Benefit for their eldest child who was attending college. The tenant was not aware that they could still get support for a child in full-time education. Our Financial Inclusion Officer got in touch with Child Benefit, and guess what? They not only restarted the payments but also secured a fantastic backdate, totalling £2,290!  

But that's not all – they didn't stop there! Child Tax Credit was also reinstated and backdated, bringing in an impressive £6,800. With these changes, the Housing Benefit suspension was lifted, and any rent arrears were swiftly taken care of. The tenant's life turned around for the better, all thanks to the support from our Financial Inclusion team.

Facing financial challenges? We're here to help, please contact us.

Reporting emergency repairs during out of hours

We are aware that some of you are experiencing long waiting times when trying to get through to our out of hours service. We are working with our provider, Delta, to fix these issues. We expect normal service to resume within the next couple of weeks. In the meantime, if you need to report an emergency repair outside of our office hours, you can also report by emailing or click here to fill in a form on the Delta website.

These mailboxes are managed 24 hours a day, 7 days a week, so your request will be actioned quickly. Please ensure your name, phone number and address are included in your email with as much detail as possible regarding the emergency repair needed. Once again we apologise for the inconvenience that some of you have recently experienced. 

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