Housing association won't speak to me, What do I do?

[togdo]

Hello, I have lived in my housing association flat for almost 7 years, When I applied for it I obviously gave them my email address and mobile number etc

About three years ago I left my bag on a bus with my phone etc in it and never got it back so I got a new email and mobile number, Didn't think anything more about it until I have had to contact my housing association for a few reasons, One - I desperatly need a repair doing and two - I'm disabled and not coping with the stairs in my flat so wanted to ask about a home swap etc to see if i can move.

Called them up and they asked for my email and mobile number as a security precaution, It hit me I hadn't called them when I lost my phone to update my information, I couldn't remember the number from years ago and I was then told unless I confirm the information on my account they couldn't speak to me.

Called back and asked someone else and was told the same.

It's not even like I can look back at old emails because I have no access to the one I lost without the number to confirm it and I'm not on a contract for my mobile, I use pay as you go so no way I can find out my old number.

What am I supposed to do from here?!

Send an email?

Ask them if they can suggest a solution? There most be other ways of verifying your identity - DOB, name of bank your payments come from, monthly payment amount, etc.

If they are unhelpful, ask for your issue to be escalated.

Someone must still have your old number?

Just ask them for it.

Why did you get a new email address rather than just changing your password on the old one? Unless you closed the account your old email address may still be active.

They will have your NI number, bank account details, date of birth, so there is no reason to not speak with you (they may also have your rent details via UC, especially as they send you letters to ask you to notify UC re. rent rises). Ask to speak to your Neighbourhood Officer and get them to visit you, due to your disability - ensure they have details of this, as they have to make appropriate adjustments to the way they contact you related to this information (they have to be inclusive and give all customers a variety of ways to contact them, so not just wanting the virtual which is what they push for to save staffing costs) and then the Officer can check some other ID you have, help you to get the repairs actionned.