In October we introduced a level of messaging and call routing to our telephone system, which helps both our customers and Customer Service Officers.
From a customer perspective, there is an option for you to be transferred directly through to Wheldons Contracts (our gas contractor) and you will also hear messages which give information on local authority services or ways to pay rent, and suggesting you may want to look at our websites for useful information which may answer your enquiry. These changes should help to reduce the number of calls we handle on a daily basis and will give us more time to deal with any complex enquiries you have.
From a Customer Service Officer perspective it allows us to divert calls to new officers to help build confidence dealing with rent or repairs enquiries which in turn will enhance the service we provide to you.
I hope you feel this is a positive move and would appreciate any feedback you have either positive or negative. You can email feedback to firstname.lastname@example.org for the attention of Liz Pickering, Customer Services Manager.