For the latest customer information on Coronavirus (COVID-19) click here. We are currently experiencing high call volume.
To help keep our lines free for emergencies, please get in touch using our contact us form

Planned maintenance of our phone lines

We are carrying out some essential maintenance to our phone lines to upgrade our systems and ensure we can continue to provide excellent customer service over the phone.

As a result, our phone lines will be unavailable between 2am and 4am on Tuesday 2 June including our main contact centre number. If you need to contact us urgently during this time you can call us on 0191 277 7021.

There will also be some phone downtime between 2am and 4am on Thursday 4 June, however our main contact centre number will not be affected on this date.

Remember you can save time and help to keep our phone lines free for urgent calls by contacting us online if you’re able to – email us at or submit a form at

Ostara’s 24-hour emergency response lines will not be affected so any Ostara customers who need our help overnight can press their alarm button as usual.

We’re sorry for any inconvenience this may cause.