Referrals and enquiries
Start in the right place.
This page is the index. Each route says who it is for and how long an answer takes, so you can find yours without reading the whole contact page first.
Every route opens the same enquiry form with your first answer already set, and carries its own routing key — so what you send arrives labelled with the route it came from rather than in one general inbox.
Whichever one you use, the shape is the same afterwards: somebody from that route reads it, and you get an answer inside the window printed on the row. Including when the answer is no.
If something cannot wait
Immediate action required. In an emergency
999Call 999 if someone is in immediate danger, if there is a fire, or if someone needs urgent medical help.
Immediate action required. If you smell gas
0800 111 999Get everyone out, open the doors and windows if you pass them, and do not touch any switch or use anything electrical — including the phone — until you are outside. Then call the National Gas Emergency Service. It is free and answered at any hour.
Important. An emergency repair, out of hours
No out-of-hours repairs number has been published yet, and we are not going to print one that does not ring. If you live in a home we manage and something has failed that cannot wait — no heat, no water, a door that will not secure, water coming through a ceiling — use the repairs route below and say it is an emergency. The number will be published here, and given to every resident, before the first resident moves in.
Repairs, damp and mould
Do not use the form on this page to report abuse, neglect or an emergency repair. It is not monitored around the clock. If you already live in a home we manage, the residents page has the repair, safety and complaint routes in one place. If you have nowhere to sleep tonight, go to the housing options team at the council for the area you are in — it has duties to you under Part 7 of the Housing Act 1996 and it is a faster call than any provider. Shelter runs a free national housing helpline and the National Domestic Abuse Helpline runs a free 24-hour line — their current numbers are on their own websites, and we will not print a number here we cannot verify.
Nobody should have to work out which door is theirs.
Which route is yours
Each route reaches a team of its own. All nine teams are still being confirmed with Bluebell, so no name is printed against a route until it is a real one. The reply window on each row is already committed to.
You need somewhere to live, or someone close to you does
Both of these are direct. You do not need a support worker, a social worker or a charity to refer you before you can ask us a question.
You are referring, placing or commissioning
Three routes, kept apart on purpose. A placement for one person, a safeguarding question and a contract conversation are not the same enquiry and do not share an owner.
You have a property
One route, and it goes to the property side of the business rather than to the placements side. Lease terms, condition standards and what we take on are a different conversation from a referral, with different people in it.
If you live in a home we manage
Published so they exist on the first day they are needed. Bluebell is not trading yet, so neither of these is a live repairs line — and the repairs route says so in place of a response time, rather than publishing one nobody is rostered to meet.
Something has gone wrong and you want it looked at
One route, kept apart from the others. A complaint is not an enquiry: it runs the two stages and the time limits of the Housing Ombudsman’s Complaint Handling Code rather than a shape we chose.
Work at BluebellSupport worker and housing roles, and speculative applications. Not a referral, and it does not use any of the routes above.
What to have ready
- Who is this enquiry about? The route you picked above answers this one for you.
- Which part of what we do? “I am not sure yet” is the first option and carries the same weight as the rest.
- Your name and phone or email. These two are required; without them there is no way to answer you.
- Which town or area? Optional, and it is what tells us whether we have anything near you.
- Anything you would like us to know? Optional. A sentence is plenty.
- Your organisation — organisation name and your role — appears only once you say you are asking on behalf of an organisation. A landlord answers it the same way a social worker does.
- A box marked “I need information or contact in a different format”. There is no cost, and it is recorded so you never have to ask twice.
- If you are referring somebody else it helps to know what support they need day to day, and which parts of it are housing-related rather than personal care — we can provide the first and not the second.
- It helps to know the funding position: whether housing benefit has been claimed or is likely to be payable, and whether any support funding is agreed, applied for or not yet looked at.
- And it helps to know anything we would have to manage or plan around — risk to the person, risk to other people, an order or a licence condition, or a reason a particular area or a shared house would not work. Say it plainly; it is far better handled before a move than after one.
- Referrals bounce for a small number of repeatable reasons, and most of them are fixable before you press send. Making a referral that does not bounce goes through them one at a time.
The form takes no attachments, so nothing sensitive should be pasted into the message box — say that an assessment or a support plan exists rather than including it. What happens to everything you send is set out in the privacy notice.
What we cannot take, and what we cannot yet tell you
- We cannot accept a referral for personal care. Help with washing, dressing, eating, toileting or administering medication is a regulated activity and we hold no registration for it. If that is part of what someone needs, it has to come from a registered provider alongside us — tell us at the referral and we will say plainly whether the rest still works. What supported housing actually is sets out where that line sits.
- We cannot accept a placement we could not support. If the support somebody needs is beyond housing-related support, or the funding for it does not exist, the honest answer is no at the referral rather than a move that unravels in a month.
- We cannot take a safeguarding report through this website. Nothing here is monitored around the clock. Call 999 if somebody is in immediate danger, or the adult or children’s safeguarding team at the council for the area they live in.
- We cannot offer anything today. Bluebell holds no property yet and has taken no placement. Every route on this page works and every route reaches a person, but a referral sent now opens a conversation rather than a placement.
- There is no telephone number. Bluebell has not published a main enquiry number. When it does, it will appear in the footer of every page, and its opening hours will be published with it.
- There is no email address on any route. The mailboxes are decided — referrals, commissioning, complaints, property and the rest — but no domain has been verified. An address that bounces silently is worse than a stated absence: the reader believes they have been in touch, and waits.
- No route has a named owner yet. All nine are waiting on a name from Bluebell. Until they arrive, an enquiry is answered by callback and carries its route with it, so nothing lands in a shared inbox.
Bluebell Housing provides accommodation and housing-related support. We are not a registered care provider and we do not deliver personal care. Our company details, and any licence or scheme membership we hold, are published here as soon as they exist.
What happens after you send it
It reaches the team that owns the route you used, with the route attached, and somebody reads it. You get an answer inside the window printed on that row — including when the answer is that we cannot help, and who we would point you to instead.
If it could work, the next conversation is about fit rather than about paperwork: what support is needed and whether it is housing-related, what the funding position is, and what would have to be true about the property. Then the person sees the place before anybody decides anything, because nobody should be asked to accept a home they have not stood in.
Moving in starts with two documents, not one: the agreement for the home, and one for what the support does. They are deliberately separate, so the support can change without the home changing with it.
If none of the routes above describes you, start anyway. The form is the same one, and “I am not sure yet” is a real answer to every question on it.