The Ministry for Housing is pleased to announce improvements to its telephone communications system for both the Housing Department and the Housing Works Agency.

Public feedback in recent years has highlighted a recurring issue: callers often believed their calls were not being answered, when in fact all lines were engaged. The previous system placed callers on a continuous ringing tone, causing frustration.

To address this, a new Call Centre system will be launched on 1st October 2025, featuring:
• A queue system that informs callers of their position in line
• Clearer call handling to ensure your query reaches the correct section
• A streamlined phone menu for a more efficient service

This upgrade is designed to improve communication and enhance the experience for all those seeking assistance from our Housing services, in an efficient manner.

New Contact Procedure – Housing Department
Central number: +350 20075603
General email: housing@gibraltar.gov.gi

Callers will be asked to select the relevant section for their query. All previous direct numbers will be replaced by this centralised system.

Press 1 for Applications & Tenancy Management Section
Email: allocations@gibraltar.gov.gi

• Housing Application – Process, queries and position on waiting list
• Government Tenancy Records – Queries, Inclusion, Exclusion, Change of Name and copy of contract
• Queries in respect of Registration of Property Occupation for Government Flats only

Press 2 for Housing Rent Section
Email: rent@gibraltar.gov.gi

• Housing Rental Bill queries
• Payment Option queries – Direct Debit, Standing Order, Deductions from Wages or Pensions
• Payment of Rent by card via telephone
• Rent Relief Queries

Press 3 for Housing Rent Arrears Section
Email: housingrentarrears@gibraltar.gov.gi

• Payment of Arrears by card via telephone
• Discussion of entering a Payment Plan (Arrears Agreement)
• Government Sheds
• Anti-Social Behaviour Queries

Press 4 for Senior Management Support Team
Email: smst@gibraltar.gov.gi

• Housing Allocation Committee Secretary
• Government Parking Spaces
• Land and Works Panel
• Recent Property Allocations

New Contact Procedure – Housing Works Agency
Central number: +350 20048440
General email: reports@gibraltar.gov.gi

After Hours Emergencies: +350 20050129 or +350 58008258

During working hours, callers will be placed on a queue system that will inform the caller of their position in line. All previous direct numbers will be replaced by this centralised system.

The after-hours emergencies call system will remain as normal.