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We want to make it easy for you to contact us and make sure that every time you do, you receive a high-quality experience.
You can access our services in whatever way suits you best, just follow our simple guide below to find out what method you prefer:
By phone
Our customer services team is the first point of contact for residents.
Our team is trained to deal with most enquiries and will aim to resolve your query there and then. Currently, calls are answered by our three contact centres for the former legacy organisations that joined to create Karbon Homes.
Calls may be recorded for training and quality purposes.
Outside of normal working hours, calls are diverted to our emergency contact centre who will deal with repairs, rent payments and reporting instances of anti-social behaviour.
You can reach our Out of Hours contact centre by calling the same numbers above.
If you are a business customer, you can contact our Head Office on 0191 223 8000.
If you have a product or service to sell, you can learn more by visiting our procurement page.
Online
You can manage your account right here from our website. It’s quick and easy!
Click here to login or here to create an account.
While you are on our website you can:
Social media
Our social media accounts If social media is more your thing, why not stay up to date with the latest information from Karbon Homes?
Our social media accounts are manned up between 9am and 5pm every weekday.
By email
Email our customer service team at info@karbonhomes.co.uk
We promise to respond to emails within one working day.
Write to us
If you prefer to write to us, our Head office address is:
Karbon Homes, Number Five, Gosforth Park Avenue, Gosforth Business Park, Newcastle upon Tyne, NE12 8EG.
Number Five Gosforth Park Avenue Gosforth Business Park Newcastle upon Tyne NE12 8EG
Customer services 0300 300 1505 Business calls 0191 223 8000 info@karbonhomes.co.uk
Opening Times:
Monday to Thursday 9am to 5pm
Friday 9am to 4.30pm
ROAD WORKS
Please be advised that MAJOR road works on Killingworth Road (near our Gosforth office) are currently taking place. The works may cause significant disruption if you intend to visit our office. Please visit the Newcastle City Council website for more info.
Travelling by car
We are situated off the A189 just north of Gosforth – please see the map below for more details. There are three dedicated spaces for visitor parking.
Travelling by public transport
The nearest Metro stations are Longbenton, South Gosforth and Four Lane Ends. For information on buses, including links from the Metro stations, please contact Traveline: 0871 200 2233 or visit Traveline
Travelling by bicycle
Cycle maps covering the access to Gosforth Business Park can be accessed from the Cycle Maps website. (enter ‘North Tyneside Cycle maps’ within the search facility). If you wish to travel by bicycle we have a secure bike shed at the rear of the building. Just ask for a key at reception.
Further information
For further information contact Traveline: 0871 200 2233 or visit the Traveline website
Greengates House Amos Drive Greencroft Industrial Park Stanley County Durham DH9 7YE
Customer services 0800 783 9295 Freephone 0333 9999 506 info@karbonhomes.co.uk
Monday to Friday 8.30am to 5pm
For directions to our Stanley offlice, please click here.
Lambton Park Chester-le-Street DH3 4AN
Customer services 0800 587 0001 info@karbonhomes.co.uk
Monday to Thursday 8:30am to 5pm Friday 8:30am to 4:30pm
From A1 North/South
From A19 North/South
Tanners Burn House Hexham Business Park Burn Lane Hexham Northumberland NE46 3RU
Follow the signs for Hexham off the roundabout on the A69.
At Bridge End Roundabout take the first exit onto the A6079 (signposted Hexham). Follow the road over Hexham Bridge then take the second exit onto the A6079 (signposted Town Centre).
At the mini-roundabout continue forward onto Alemouth Road (signposted Haugh Lane Industrial estate). At the roundabout take the first exit onto Haugh Lane.
Turn right after the petrol garage onto Burn Lane.
The Karbon office is located at the bottom of Burn Lane.
For information on bus and train times please contact Traveline: 0871 200 2233 or the Traveline website.
First Floor Owen House Sanderson Arcade Morpeth NE61 1NS
Customer services 0300 300 1505 Business call 0191 223 8000 info@karbonhomes.co.uk
We are situated in the town centre of Morpeth, on the first floor of the Sanderson Arcade shopping centre. You can park in the former Morrisons car park, close to the bus station. Please see the map below for more details.
Our office is located on the first floor of the Sanderson Arcade shopping centre, opposite the main bus station in the centre of Morpeth. For information on bus and train times please contact Traveline: 0871 200 2233 or visit the Traveline website.
Spetchells Centre 58 Front Street Prudhoe Northumberland NE42 5AA
Our desk in the Spetchells Centre is open from 9.30am to 3pm Monday to Friday.
The Spetchells centre is located in the centre of Prudhoe on Front Street.
Unit D2 The Waterfront Newburn Riverside Newcastle upon Tyne NE15 8NZ
From the North
Leave the A1 at junction 74.
Keep in the right-hand lane on the slip road. At the roundabout take the third exit onto the A6085 (Scotswood Road). At the next roundabout turn left for Newburn Riverside. At the next roundabout turn left. Take the second right. D2 is on the right.
From the South
Leave the A1 at Junction 73 onto the A694. Take the first exit at the roundabout and follow signs for Newcastle, Blaydon (A695). Keep in the left-hand lane signposted Scotswood Bridge, Newcastle and A695. Cross the river and bear left on the A189 (Scotswood Road). Continue on the left following signs for Newburn Riverside. At the next roundabout turn left for Newburn Riverside. At the next roundabout turn left. Take the second right. D2 is on the right.
Parking arrangements
Parking is available to the front of Unit D2. The spaces allocated to Karbon are clearly marked. Additional parking is available to the rear of the building.
Public Transport
We are located on the Newburn Riverside business park, served by regular buses from Newcastle city centre. For route and timetable information, call Traveline on 0871 200 2233 or visit the Traveline website.
166 Front Street Chester-le-Street Co. Durham DH3 3AZ
Monday to Thursday 8.30am to 5pm
Friday 8.30am to 4.30pm
The Karbon Hub is on Front Street. It provides a local point of contact, where you can receive a variety of services including:
You can also access various Durham County Council services such as bus passes, highway and street lighting queries, refuse and recycling queries, bulky household waste collections, pest control, street cleaning and fly tipping, antisocial behaviour, waste permits, housing solutions (advice available on Wednesday and Thursday afternoons). Call 03000 26 0000 to book your appointment.
Here at Karbon, our aim is to give you the service you expect all day, every day, 365 days of the year. We try hard to avoid problems, but sometimes we do make mistakes.
If you receive a poor service then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and view any feedback as an opportunity to improve our services.
If you have any complaints, compliments or feedback for us, please contact us using any of the methods listed above. We’re always listening and ready to work hard to resolve your concerns straight away. If we are unable to resolve the problem there and then we will undertake a full investigation to understand the facts and get back to you no later than 10 working days.
For further information on our complaints process, please call us.
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