Hyde and THCH mark major integration milestone

• Hyde commits to investing over £60million over the next five years to improve homes and communities in Tower Hamlets
• THCH customers now have more access to customer services as well as a new dedicated in-house repairs team meaning faster response times and a much-improved service
• Customers will also be able to register for “MyAccount”, Hyde’s secure online portal that makes it easier for them to manage their home, and access the services they need anytime, anywhere.

Hyde and Tower Hamlets Community Housing (THCH) officially merged on 1 April 2025. Over the last few months, the teams have been working closely together to integrate their systems to make everyday interactions smoother, more transparent, and more responsive for THCH customers.

From 1 September, THCH customers now have faster, more reliable customer services. Customers will now call the Hyde Customer Service Centre who are equipped with better tools to resolve issues first-time. Hyde customers are happy with the service they’re getting – satisfaction went up to 81% in the last year.

Customers will also be able to register for “MyAccount”, Hyde’s secure online portal that makes it easier for customers to manage their home, anytime, anywhere. With MyAccount, customers can report and track repairs, view their rent account, manage their tenancy and update their household details.

Hyde is also expanding their dedicated in-house repairs service to include Tower Hamlets which will improve the quality-of-service customers receive. Customers will see faster response times as well as brand new vans and uniforms. Satisfaction with repairs at Hyde is up to 85.6%, so THCH customers will now benefit from a much-improved service.

Andy Hulme, Group Chief Executive at Hyde said: “We see these changes as the foundation for long-term improvements to the homes and lives of THCH customers.

“We’ve committed to invest over £60 million over the next five years, an increase of around £35 million on the previously planned budget for improvements to homes and communities. There’s much to do and we’ve already started making estate upgrades and working on community centres, and safety improvements. THCH has also benefitted from significant savings from being part of the Group, in particular around insurance and interest costs amounting to over £2million – money that can be reinvested in improved outcomes for the customers and communities that we serve.

“The now integrated systems will help us deliver these projects more efficiently and keep customers better informed along the way. I’d like to thank all our colleagues and the customers who’ve worked with us to deliver these changes. This is a big step forward that complements the Group’s newly launched strategy, and we’re excited for the future, growing stronger together.”