Our customers
Getting closer to our customers
Excellent customer service is central
to our business. Our aim to improve our services continuously was a
key factor in our decision to restructure our operations. We want
to provide a more consistent service and to adopt the best parts of
our service across the country.
We want to carry on improving our customer
service offer based on customer preferences, giving our residents
more choice as to how and when they do business with us. By
continuing to build and interrogate our customer database we will
be able to design more services that are tailored to local
needs.
Better ways of working
Our customer Contact Centre is now open until 7pm on weekdays.
Since the trial began we have seen a steady increase in residents
contacting us at this later time.
Our Contact Centre – some key facts:
- 408,710 resident calls.
- 1,622 calls a day.
- 88% answered in under 30 seconds.
- 782 complaints and 1,470 compliments.
Delivering results
In February we introduced our new monthly
customer satisfaction survey. Each month, we ask 500 different
customers what they think about aspects of our service delivery so
they can tell us what matters most to them. In this way we can make
sure we are improving in the areas that are seen to need the most
work.