Your services
Talking to you
Our customer service team is here to help our customers when you need it most. Whether something’s broken and you need it fixing, you need information about a service we provide or you’re telling us about a problem in your neighbourhood – our Customer Services Centre is here to help.
In 2021-22, our customer services team dealt with more queries than any other time in the last five years, responding to more 380,000 calls, emails, social media messages and more. This increased demand, the impact of Covid on our teams and us wanting to spend enough time with customers so that we’ve done all we can to resolve their query at the first point of contact have all meant increased call waiting times for customers.
We’re really sorry for this as we know how frustrating it can be.
We're really pleased to see that more customers are using MyHome to report issues with us. Available 24/7, many customers tell us that MyHome is the easiest way to deal with us and with improvements being made all the time, most enquiries can now be made through the system. We're really grateful to all of our customers who are using MyHome to manage their account with us, as this gives us more time to spend with those people who need to speak to us urgently.
Through the use of technology, we’ve also been able to launch our virtual repairs appointments, helping us to diagnose problems remotely and organise the right fix for you. Making use of this technology is helping us to to maintain our service through extraordinary events such as the storms in early 2022. We've also introduced web chats and our call back service to help us improve the experience we offer to you and save you waiting on hold for longer than you need to.
More than
of your queries dealt with at the first point of contact
This year, we’ve been working really hard to make sure that you get the right information at the first point of contact, and we’re really proud of the fact that more than 80% of your queries were fulfilled by our customer services team without having to pass you over to another part of our business. If your issue is a bit more tricky and we can’t solve it first time, we hand your query to one of our specialist teams to get you the help you need.
We’ve also reached out to customers proactively. Over the course of the year we’ve contacted customers to offer support with money, as well as reaching out to people who need help with damp, mould and condensation in their homes.