The world is changing, and our business is evolving too

We want to offer a more local service, listening to our residents to improve what we do and increase accountability. We want to provide a more personalised experience, with services that are designed around you.

We’re part of Flagship Group, along with two other local housing providers Suffolk Housing and Flagship Homes. The Group owns, manages, and maintains 32,000 homes in the East – and one of them is yours. From today, each housing provider will manage around 10,000 homes, which means that there may be some changes that affect you. Use our postcode finder below to find out.

 

If you’re joining Victory Housing, then welcome! We’re committed to providing you with an outstanding service, one that focuses on the things that matter and recognises that a little kindness goes a long way. 

Interested in helping to improve and shape our services? Please get in touch with customerengagement@flagship-group.co.uk.

Enter your postcode here to find out how the changes will affect you.

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Things you need to know

Housing

  • No, there will be no change to the terms of your tenancy, or to your rights. There will be no need to sign a new agreement. 

  • These changes will not affect the amount of rent you pay. If you have previously been managed by Flagship Homes and usually make automated payments over the phone, you can still do so by calling: 0808 168 4555 and pressing option 1. You will need your tenancy agreement number.  

  • Your universal credit and housing benefit payments will not be affected, you don’t need to make any changes to your claim. 

  • From 6 April all services will be provided locally through the housing management teams, you may see a change in your point of contact. If you need to speak to us about this, please contact customer services on 0330 123 1860. 

    In addition, as a Victory resident, you have access to our Community Skills Team, who offer information, advice, and guidance to residents wishing to improve their skills and employment opportunities. 

    If you are interested in this service, please call 0330 123 1860, or email employmentsupport@victoryhousing.co.uk.

  • Your mutual exchange will proceed. If you are part way through an exchange, we will contact you to let you know. 

  • Please contact Customer Services on 0330 123 1860, where we may direct your query to a specialist team if necessary. Click here to find out more. 

Repairs and maintenance

  • From 6 April, Flagship Group’s in-house repairs and maintenance specialists, RFT Services, will provide all repairs and planned works (such as kitchens and bathrooms) across all three housing associations. Therefore, as a Victory Housing customer, your provider will be RFT Services. 

  • You can log a new repair by calling 0330 123 1860.

  • We kindly ask that you bear with us through this period of change, As we hope you can appreciate, due to Covid-19 we are already working through a significant backlog, and there may be short-term delays in the service RFT Services can provide. Please rest assured, we are doing all we can to provide you with an outstanding customer service.

  • Our teams are doing all they can to ensure your repair is scheduled and your transition to RFT Services is as smooth as possible. However, due to the transfer of Jeakins Weir and MCP staff to RFT Services, there may be short-term delays in attending to your existing repair. A member of our team will be in contact with you to discuss any existing repairs you may have already reported. We apologise for any inconvenience.

  • From 6 April, any emergency repairs that need to be reported out of hours, can be done so by calling 0330 123 1860.

  • If they don’t already, from 6 April, RFT services will be providing your grounds maintenance and cleaning services.