As part of our commitment to improve our repairs service, we are making some exciting changes to the way our contact centre team works and our opening hours.
Our aim is to provide you with excellent services, but we know in some cases, particularly with repairs, we haven’t always done that in the past.
We are sorry for that, and we are working very hard to put it right.
Part of this work involves looking at how our contact centre runs and what we can change to make sure we offer a truly efficient and value for money service which provides the high quality of service you have a right to expect from us.
One improvement, which we think will make a huge difference, is the set-up of a new ‘technical hub’ which will be dedicated to responding to your repairs. It will be staffed by a specially trained team of advisors who will not only be able to arrange and appoint your repairs, but help you properly diagnose repair problems and issues, give you advice on what to do until a contractor can reach you and make sure we have everything we need to get the right contractor to the right job at the right time, with the right tools and skills to get that job done. Our technical advisors won’t take any other calls, which means our current contact centre team will be available when you need them for all your other housing, tenancy and non-repair queries.
We are hoping to set up the new technical hub in the Autumn. We will let you know when it is ready and everything you need to know concerning how the hub will work and the service you can expect to receive from the new team behind it nearer the time.
In the meantime, we are working to make these changes with the least possible fuss and inconvenience for you, but we do need to make some immediate changes to our current contact centre opening hours to make sure we can provide a value for money and efficient service which offers you what you need when you need it.
So, from Monday 18 July, we are changing the opening hours of our contact centre to:
Monday – Friday from 8am to 6pm
Although this means we are open for a few less hours than we are now, we do not expect this to cause any real inconvenience, as most of you contact us between 8am and 6pm.
By not being here in person during these quieter times, we can also have more advisors available to help more customers during our busiest hours.
Outside our opening hours, our out of hours emergency service will continue to run as it does now. That means, if you ever have an emergency outside our opening hours, you will always be able to get the advice and help you need when you need it.
This change will allow us to operate much more efficiently. We hope you can see this as a very positive step that will bring lasting benefits for everyone, whether you are reporting repairs or want to speak with us about anything else.