Improving our call wait times and the service you receive

We’re making some changes to our customer contact centre to improve call wait times and the overall service that you receive.

We are seeing a higher than usual number of calls for this time of year and we know you are having to wait longer than we would like.

From September, the following changes will be in place:

• You can get in touch with us Monday to Thursday 9am – 5pm, and Friday 9am – 4:30pm.
• Urgent repairs calls will be prioritised between 9am-10am every day, but you can still report emergencies at any time of the day.
• All other calls will be taken after 10am if they are not an urgent repair.  

These changes have been influenced and agreed by Community Voice; our tenant decision making group.

How will this help?

All our Customer Experience Advisors will be available on the phone at the same time during these times and we hope this will improve call wait times even when we are at our busiest.

By prioritising urgent repairs first, we’re able to help those most in need of our help more quickly.

We will still have 24-hour emergency cover for the most urgent repair cases outside of operating hours that can’t wait until our opening hours.

Getting in touch with us through other ways

You can also use our digital contact and self-service channels to find the answer you need 24/7.

This includes My Home, our app where you can do things like pay your rent or check a rent statement and our website Chatbot function, which will answer frequently asked questions. Please note, only routine repairs can be reported on My Home.

You can also call us to pay your rent at any time, if you’re unable to use our My Home app.

Callback service

If you do choose to call us, don’t forget that we have a callback service. This means that if you choose this service, when your queue position is reached our system will automatically call you back so please keep your telephone close to you.

Our promise to you

Customer satisfaction is important to us; it forms part of one of the objectives of our new Corporate Plan, and is something we regularly report on every month. It’s also a big part of Tenant Satisfaction Measures, which we must report on.

The changes we are making will ensure that calls are answered more quickly, especially if you have an urgent repair. We’ll monitor these changes and any feedback to ensure that they are helping us to deliver the service we want to deliver, and the service you expect.