We know how frustrating the long call waiting times have been when you've needed to get in touch with us. That’s why we’ve recently made some big changes to how our customer service centre works (CSC) – and they’re already making a real difference...
A Smarter, Faster Phone System
In the past, all calls to the CSC went into the same queue. That meant long waits and lots of residents being passed from one team member to another. We knew this wasn’t good enough.
Now, we’ve introduced a new phone system with a smarter call routing process. When you call us, you’ll hear a recorded message that clearly explains your options. This means you can choose the right team to speak to from the start – helping us to deal with your query more efficiently.
Three-Step Call Handling
This new way of working within the CSC allows us to make sure your call is handled by the right people at the right time:
1. Triage Team: These call handlers deal with quick and straightforward queries like reporting a new repair. Many of these calls are resolved in just a few minutes.
2. Complex Queries: For more involved issues, like checking on the status of an existing repair or something that needs a bit of investigation, you’ll be passed on to our more experienced team.
3. Aftercare Team: If something needs to be looked into in more detail – such as liaising with a contractor or chasing up ongoing work – our Aftercare Team steps in and gets back to you once they have the information.
This new three-tiered approach helps reduce bottlenecks and makes sure your call goes to the right place, first time.
What Difference Has It Made?
The change has been dramatic. In the past, some residents were waiting over an hour to speak to someone. Now, the average wait time is just five minutes – and in many cases, it’s even quicker.
We’ve had lots of positive feedback from residents who’ve been surprised and delighted by how fast they’ve been able to get through.
A Better Service for You
We know the service hasn’t always met expectations in the past. That’s exactly why we’ve worked hard to make these improvements.
Our message to residents is simple: don’t judge us by the old system – give us a try now.
We’re committed to continuing to improve the service and make sure that when you call us, you get the help you need quickly and effectively.
