My Bron Afon

Update on our service

Catherine gives an update on our services

“Everyone living and working in Torfaen has been affected  and for many tenants this has been really difficult for lots of reasons.  Our teams have kept as much of our support and our services going, and added in new services to help people in the Torfaen communities during this time.

“I would like to thank the many tenants who have shown patience and support for us.  Can I also thank tenants who have money worries who are contacting us early so we can help and find them support to pay their rent.  Please keep doing it, we will help you.

“We are working hard to get our repairs and support services on track as soon as possible.

“Right now, we aren’t able to do any non-urgent repairs inside homes. These includes ones that were reported before the lockdown. We are waiting for updated Welsh Government advice so we can safely carry out these jobs.

“If you have reported a repair we will get to you but please be patient as we take care of emergency repairs first. If you have reported a non-urgent repair, you can track it in your My Bron Account. We will contact you and arrange an appointment as soon as it’s safe for us to do the work.

“By keeping our phone lines clear you are helping us to support tenants in real difficulty right now.

“Plans are being made for how we will fix non-urgent repairs inside your home once it’s safe to do so. Keep an eye on our website , Facebook or Twitter for the latest updates on how we are working.

“Your safety and the safety of the team comes first so everything we do is planned carefully following the latest Government guidance..

“For some of our services nothing beats being able to talk to tenants face to face. Where we can visit you at home we will get in touch and explain how that will happen safely.

If you need us

  • Remember you can check the status of your repair using your My Bron Afon You can also use it to report repairs, report anti-social behaviour, check your balance as well set up a Direct Debit or a payment plan amongst a variety of other things.
  • The fastest way to contact us is by using Live Chat on our website where recently we’ve been answering most chats within twenty seconds. It is a brilliant way to quickly chat to one of our team if you have any questions whether that be money worries or anything else that might be on your mind.
  • Facebook is also a great way to contact us so if you prefer to use this then send us message and if you’d rather send us an e-mail then you can do that too at
  • If you simply want to make a payment, but prefer to do this over the phone then you can call us anytime on 01633 620111 and select option one to be transferred to our automated payment line. Our telephone line is available 24/7, but if you don’t have an emergency we’d prefer it if you selected option two to leave us a voicemail and we will contact you back within three working days. If you do have an emergency, then please wait on the line and your call will be answered as soon as we can.

Catherine Love our Director of Customer Experience