Managing your account through My Thirteen

You can check your account, make a payment or book a routine repair by visiting www.mythirteen.co.uk. 

Calls to our Touchpoint service centre

Please see the opening times below for calls to 0300 111 1000 over the Christmas period. Outside of these times, we’ll only be taking emergency repairs calls, which will be taken by our out of hours team:

• Tuesday 24 December, 8am – 5pm
• Wednesday 25 December, closed
• Thursday 26 December, closed
• Friday 27 December, 8am - 7pm
• Saturday 28 December, 9am – 3pm
• Monday 30 December, 9am – 7pm
• Tuesday 31 December, 8am – 5pm
• Wednesday 1 January, closed
• Thursday 2 January onwards – hours return to normal
   

Touchpoint store opening hours:

Touchpoint store in Stockton:

• Tuesday 24 December, 9am – 1pm
• Wednesday 25 December, closed
• Thursday 26 December, closed
• Friday 27 December, 9am – 5pm
• Saturday 28 December, 9.30am – 2.30pm
• Monday 30 December, 9am – 5pm
• Tuesday 31 December, 9am – 1pm
• Wednesday 1 January, closed
• Thursday 2 January – hours return to normal

Touchpoint stores in Hull and Middlesbrough:

• Tuesday 24 December, 9.30am – 1pm
• Wednesday 25 December, closed
• Thursday 26 December, closed
• Friday 27 December, 9.30am – 2.30pm
• Saturday 28 December, 9.30am – 2.30pm
• Monday 30 December, 9.30am – 2.30pm
• Tuesday 31 December, 9.30am – 1pm
• Wednesday 1 January, closed
• Thursday 2 January – hours return to normal

Touchpoint pop up in Hartlepool

• Tuesday 24 December, 9.30am – 1pm
• Wednesday 25 December, closed
• Thursday 26 December, closed
• Friday 27 December, 9.30am – 2.30pm
• Monday 30 December, 9.30am – 2.30pm
• Tuesday 31 December, 9.30am – 1pm
• Wednesday 1 January, closed
• Thursday 2 January – hours will return to normal

We’re open for drop-in visits during the above times.

You can book an appointment to see us face-to-face in store or for a virtual appointment online by emailing customerservices@thirteengroup.co.uk or calling us on 0300 111 1000.

Housing services

Our housing services teams will be available during the above operating hours to carry out visits, support customers and respond to any enquiries and urgent issues.  

Repairs 

Between Friday 27 and Tuesday 31 December we’re still carrying out scheduled routine repairs and compliance testing. If you need an emergency repair, please call us on 0300 111 1000.

If it’s out of the above operating hours don’t worry, you’ll get through to a colleague from our out of hours team who will be able to help you.

Don’t forget you can book a routine repair through My Thirteen too.

Supported, sheltered and extra care housing schemes

Our supported accommodation schemes will remain open 24 hours a day, seven days a week during the Christmas period. They will continue to operate as normal to provide vital support to customers living in them.

Wishing you all a Merry Christmas and a Happy New Year!