How to reach us

Our customers are at the heart of everything we do. If you’re happy with us, or if you’re not happy with us, we want to know about it.

Bowes Office

Lambton Park

Freephone 0800 587 0001

8:30am - 5pm Monday to Thursday

8:30am - 4:30pm Friday

From A1 North/South

  • Exit at Chester-le-Street (Junction 63)
  • Go on to A183 Sunderland for approximately 2 miles
  • Turn left directly opposite Gulf Petrol Station
  • Follow the signs to Scotts Offices

From A19 North/South

  • Exit towards Chester-le-Street
  • At the roundabout take 2nd exit on A183 Chester-le-Street. Follow road for 0.8 miles
  • At roundabout take 2nd exit A183 Chester-le-Street. Follow road for 0.4 miles.
  • Turn right (directly opposite Petrol Station)
  • Follow the signs to Scotts Offices

The Elms Extra Care

Co Durham

Customer Services 0800 587 0001

For information on renting an apartment at The Elms please contact Customer Services at Cestria Community Housing on 0800 587 0001. For details about sales and shared ownership, please contact J.W. Wood on 0191 388 7245.

The Elms is a state-of-the-art Extra Care development consisting of 52 high quality one and two bedroom apartments and six two-bedroom bungalows available for outright sale, shared ownership and rent.

The scheme, located off Moorfoot Avenue, Chester-le-Street, is within walking distance of the town centre where you’ll find a range of shops, restaurants and leisure facilities.

Cestria Hub

166 Front Street
Co. Durham


The Cestria Hub 0800 587 0001

8.30am to 5pm Monday to Thursday

8.30am to 4.30pm Friday

The Cestria Hub is on Front Street. It provides a local point of contact, where you can receive a variety of services including:

  • register for Choice Based Lettings;
  • report a repair;
  • make a compliment, complaint or comment;
  • report anti-social behaviour;
  • promotional events such as Macmillan Coffee Morning 
  • access to our other services.

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.

Calls may be recorded for training and quality purposes. 

Calling us out of hours

You can still access a number of services if you call us out of office hours. By calling the usual 0800 587 0001 number you can:

  • Pay your rent
  • Request emergency repairs
  • Report incidents of anti-social behaviour

Making a Complaint, Compliment or Suggestion


Your views are really important to us and we'd love to know if you have received an excellent service, or if someone's been especially polite or helpful. This will enable us to thank the member of staff for treating you so well. Compliments are important as they show when we are getting things right and recognise the hard work of people providing excellent services for you at Cestria Community Housing.


It is important to us to hear your views. Have you got an idea which may improve any services which Cestria provides? Please complete a suggestion online, in either of our reception areas or at Reference Group monthly meetings, and you could be rewarded for your efforts! The reward for a new suggestion, agreed as a good idea by the service manager, is a £20 'Love to Shop' voucher.


If you make a complaint about our service, we will:

  • Deal with it quickly and put things right wherever possible;
  • We aim to get things right first time but when we don't; we we encourage you to raise this with us so that we can investigate properly, resolve the issues you raise and report back to you.
  • Record and analyse the feedback you give us to help us to improve our service and make sure it meets your needs.

If you write to us anonymously with a complaint we will be unable to reply to you. We will however, still investigate your complaint.

The full details of our complaints procedure is in the Complaints policy in the related information section of this page.

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