Hanover Helps

‘Hanover Helps’ is our national service exclusively for residents and staff, providing quality, up to date advice and information to their questions and queries.

‘Hanover Helps’ was set up in response to residents who told us how much they value that ‘little bit of extra help’ in the service we provide. Delivered by staff, it is a unique source of support, advice and signposting for everyone, and supports our commitment to providing excellent customer service and consistent information.

How can ‘Hanover Helps’ help me?

We can give answers to your questions at the first point of contact. You may want advice about, for example:

•      Welfare advice, eg. take up of Attendance Allowance

•      How individual budgets work in your area

•      Water metering

•      Practical products like flood detectors and ‘magi plugs’ which prevents bath water over flowing

•      Burglar alarms

•      Care options in your area and how to access services.

If your query cannot be dealt with initially, then we will arrange a convenient time for someone to call you back.

We will always strive to give the best information and advice possible, but are not qualified experts in all fields. When necessary, we will refer you to a relevant external organisation, such as Counsel and Care and Citizens’ Advice Bureaux, for assistance.

How do I use the ‘Hanover Helps’ service?

‘Hanover Helps’ is additional to the service provided by Hanover’s estate managers. If you seek advice or information, please feel free to speak to your estate manager in the first instance and he / she may be able to help there and then. Alternatively, your estate manager can contact ‘Hanover Helps’ on your behalf.

You can contact the ‘Hanover Helps’ service directly:

•      By email: help@hanover.org.uk

•      By telephone: 0844 778 1111

•      By post: ‘Hanover Helps’, Nelson House, Arlington Road, Eynesbury, St Neots, Cambridgeshire, PE19 6RE.

You can also get information and ask questions via the Chatbot section of this website.

How can I be sure about the quality of the information?

We have an extensive database of information based on the sound knowledge and experience of our staff.  It is used to ensure our information is consistent and accurate. We are constantly refining and updating our database.

We also have a team of advisers who can deliver expert advice and information to you, using a network of specialist staff working in a number of areas:

•      Supporting People Contract managers

•      Welfare Rights advisor

•      Hanover OnCall operators.

We also have strong links with organisations such as Counsel and Care and Citizens’ Advice Bureaux, to ensure that we respond with quality information, or if need be, signpost you directly to those who can help.

Do I have to pay for using ‘Hanover Helps’?

‘Hanover Helps’ is a universal service to Hanover residents and staff and is not subject to an additional charge.

The Hanover Helps leaflet can be downloaded here