Customer Services new phone system
In April 2022 our new phone system went live. This new system gives us greater reliability, more flexibility and future options to improve the service we give to you. One advantage you may have already noticed is the ability to hold your place in the call queue if wait times are longer than expected. We will then call you when one of our advisors is available.
Although our Customer Services team has only been using the new system for a short while, we are impressed with how it’s working so far. We recognise there were a few teething issues in the beginning, and we have received some feedback from tenants on suggested improvements.
As a result, we will be re-recording all the voice options, as the volume varies between messages, and will insert a hold message.
We look forward to seeing what this new system can offer in the future. One thing we are exploring is the ability to have a live online chat function built in. Watch this space!
Repairs survey 2022 – what you told us
Earlier this year, after the disruptions of the Covid lockdowns, we invited tenants to take part in a survey about our repairs service. More than 550 of you replied, either by phone or online, from young home builders to busy families and older tenants. Your feedback has given us real insight into what is most important to you about repairs. This will help us shape and improve our repairs service going forward.
How do tenants find our repair service?
- Overall, respondents (especially those aged 65+) were happy with our repairs service
- 2 out of 3 had had a repair completed in the last 12 months, and of these, 72% were happy with the outcome
- There was a 50-50 split between tenants wanting to book specific days/times for repairs (mainly younger tenants) and those who wanted the repair done ASAP (mainly older tenants), reflecting their different priorities e.g. due to work or childcare commitments
- The quality of the repair was the most important thing, followed by communication about it and thirdly the punctuality of the repairs team
- More than 50% (especially over 65s) preferred to book appointments by phone, but younger tenants were more likely to book using Tenants Online
- Tenants told us we need to improve our communications about ‘complex works’ (e.g. an extensive water leak), where a range of trades need to visit a property, and to coordinate and manage these works better.