Customer Services
Getting to you faster
customer queries managed
satisfaction with our customer services team
Rant & Rave surveys collected
The big focus for our customer services team in 2023-24 was to, quite simply, help more customers, quicker.
Listening to you, and feedback we received from the Scrutiny Panel’s review into contact and communications, we found that one of your biggest frustrations with us was having to wait on hold to speak to us, so to put this right, we began an extensive recruitment campaign to get more people into our organisation to help you get through faster.
This has had its own challenges as not only has it taken some time to make sure we get the best people to help us deliver a great service, but also to make sure they all get the training they need.
That said, we’re delighted to see that, during the back end of 2023-24, our average call waiting times have fallen to just under six minutes and customer satisfaction is on the rise. We’re really pleased that we’ve been able to maintain this trend throughout our busiest times such as during the rent and service charges review.
But we’re not stopping there, and next year we’re fully focussed on increasing knowledge in the team so that we can get to you faster, and we can give you what you need at the first point of contact, too.
We’ll continue to review our customer services to see how we can keep improving this crucial area of our business.
Customer contact methods:
Phone
Social Media (DMs)
Letter
Chats
Making things easier with MyHome
requests logged through MyHome in 23-24
MyHome is the easiest way to manage all aspects of your home, something which almost 30,000 customers are already doing.
Available 24/7/365, you can login anytime to report repairs, make payments, update your details and more.
We’ve been adding more useful features for our customers.
MyRequests
In summer 2023, we launched our new ‘MyRequests’ feature on MyHome.
We wanted our customers to be able to self-serve on our portal for enquiries like:
- Can I redecorate my home?
- Can I install a log burning stove?
- Can I change my utility provider?
We know that things like this really matter to you, so MyRequests was designed to give you the right answer as quickly as possible. The system searches all your tenancy information and can give you an instant answer without the need to phone or email us. You can also see a full record of the requests you’ve made on your MyHome requests log.
Over 470 customers use the portal to log their enquiries each month, with over 3,300 people in total using MyRequests since we launched it last year. The most popular requests have been about making changes to your house or garden, such as putting up shelves or installing a greenhouse. Over 70% of the requests have been ‘approved’, and if a request is ‘denied’ or further information is needed, you’re given an explanation and further advice.
We created this solution as the first phase of our Digital Customer Services plan. The rapid uptake and number of customers using MyRequests shows us that our customers want to access many of our services digitally, and appreciate how easy it is to do so. We’re now working to deliver further features like this one in MyHome later in 2024.
Making things easier with MyHome
requests logged through MyHome in 23-24
MyHome is the easiest way to manage all aspects of your home, something which almost 30,000 customers are already doing.
Available 24/7/365, you can login anytime to report repairs, make payments, update your details and more.
We’ve been adding more useful features for our customers.
MyRequests
In summer 2023, we launched our new ‘MyRequests’ feature on MyHome.
We wanted our customers to be able to self-serve on our portal for enquiries like:
- Can I redecorate my home?
- Can I install a log burning stove?
- Can I change my utility provider?
We know that things like this really matter to you, so MyRequests was designed to give you the right answer as quickly as possible. The system searches all your tenancy information and can give you an instant answer without the need to phone or email us. You can also see a full record of the requests you’ve made on your MyHome requests log.
Over 470 customers use the portal to log their enquiries each month, with over 3,300 people in total using MyRequests since we launched it last year. The most popular requests have been about making changes to your house or garden, such as putting up shelves or installing a greenhouse. Over 70% of the requests have been ‘approved’, and if a request is ‘denied’ or further information is needed, you’re given an explanation and further advice.
We created this solution as the first phase of our Digital Customer Services plan. The rapid uptake and number of customers using MyRequests shows us that our customers want to access many of our services digitally, and appreciate how easy it is to do so. We’re now working to deliver further features like this one in MyHome later in 2024.