Contact Us
Get In Touch With Us
Whether you are a Karibu resident wanting to raise an issue or looking for a new home; or if you wish to make a complaint (or pay us a compliment), there are a number of ways to get in touch with us.
For all non-emergencies or general enquiries the fastest and most efficient way to get in touch with us is via your 'My Karibu' App.
Please click on the section arrows below to find out how you can get in touch with us.
RESIDENTS: If you are a resident click here
If you are a Karibu resident, the quickest and most efficient way to get in touch with us is via your 'My Karibu' residents App.
In the event of an emergency, you can call us on 0208 607 7777. Our phones are open from 9am to 5pm Monday to Friday (excluding bank holidays). This number will divert to an out-of-hours number outside these times.
Please see our EMERGENCIES section of this page
EMERGENCIES: Our emergency helpline
In emergencies, please contact us on: 0208 607 7777.
Our phones are open from 9am to 5pm Monday to Friday (excluding bank holidays).This number will divert to an out-of-hours number outside these times.
Emergencies are deemed as:
- A Health & Safety hazard or issue that threatens your safety or wellbeing
- External damage to your property / building that deems it as unsafe
- Breach of security or failing entrance system
- Urgent repairs to your property that would further damage your property or belongings if it isn’t immediately seen to
- Reporting an incident of Anti-Social Behaviour
GENERAL ENQUIRIES: For all non-urgent general enquiries
For all non-resident enquiries, please visit our Feedback page here which gives you options as to how to contact us. Your enquiry will be dealt with by a member of our team as appropriate.
Thank you.
COMPLAINTS: Making a complaint and our complaints policy
We know that there are times when things don’t always go as well as you, or we, would like. We have a visible, open, policy for complaints, which you can view from our downloads section on this page.
If you are a resident wishing to make a complaint, please use your 'My Karibu' residents app to do this. This is the most efficient way for our team to deal with your complaint. .
If you are not a resident, or you are unable to access your 'My Karibu' app, you can submit your complaint using our on-line complaints form.
You can also submit a formal complaint to us by writing to:
Customer Services
Karibu Community Homes
Unit 3, 8 Kew Bridge
Brentford
TW8 0FJ
or by email to: complaints@karibu.org.uk
If you would like someone to act on your behalf in making a complaint, we will still need your written consent to discuss your complaint and correspond with them.
At all times, we aim to respond to complaints in a reasonable and timely manner.
You can download our complaints policy from our downloads section of this website page.
ONLINE FEEDBACK FORM: Your voice matters - our Feedback Form
At Karibu we positively encourage and welcome your feedback so that we can continue to develop and improve our services. You can send us your complaint by completing our on-line feedback form.
You can also download our Complaints policy and procedure from our downloads section on our Feedback page here
WRITE TO US: Our full contact details
We welcome written correspondence and aim to reply in a timely manner. You can write to us at:
Karibu Community Homes
Unit 3
8 Kew Bridge
Brentford
TW8 0FJ
You can also email us at customersandcommunities@karibu.org.uk
Due to Covid precautions, please note that our offices are not open to residents or any members of the public (other than Karibu employees). If you need to visit our offices you must make a request for an appointment and you will be asked to provide a negative Covid test result / proof of full vaccination. Thank you.