Customer service
213,767
calls received through our customer contact and access centre
45,190
calls received by Telecare
79.11%
of customer complaints responded to on time
369
complaints received
at Stage 1
72
complaints received
at Stage 2
How we have worked to deliver what you told us was important to you
Customer service – we used your feedback via our regular surveys to ensure we reshaped our services to meet your needs.
Learning from complaints
We want to make sure we get things right for our customers, but when we don’t we want customers to know they have a voice and that we will listen. We will work to put things right and we take all complaints very seriously and use them as an opportunity to learn and improve. Some of the learnings from this year were:
Improvements to resolving customer enquiries and complaints at first point of contact:
- Service specialists based in the customer service team
- Looked at how we could improve the internal process to resolve issues at the earliest point
- Increased the number of Customer Service Advisors to ensure they have time to provide early support to our customers
Expanded our dedicated Customer Resolutions team:
- Appointed a Customer Experience Manager
- Strengthened the team with additional resources
Customers are supported by our Community Development team to host a range of activities to boost our already thriving communities. Events can be anything from bingo to stay and play groups for parents and young children.
Amie is one of our Tenancy Officers and works on the Heath Town estate. You’ll find her out and about in the area, and always with a smile.