Hi, I’m Marie. I lead our Customer Connect Hub — the team you speak to when you get in touch with us.
We know that contacting us doesn’t always happen at an easy time. It’s usually because something isn’t right or you need help with something important, so that first conversation really matters.
Every day, we support you by listening and understanding what you need and helping you get the right support.
By listening and learning from what you tell us, we’re continuing to improve how we work — building on what’s working and focusing on where we can do better.
Over the past year, we’ve supported you with a wide range of enquiries, including:
1
Answered 167,484 calls
2
Responded to 46,072 emails
3
Supported 3,608 webchat conversations
4
Made 7,070 calls to check in and offer support
5
Helped with 7,239 payments and set up 696 direct debits
6
Raised 3,454 ASB cases where extra support was needed
7
Checking 45,000 customer records so we have the right information to support you
Some of this you’ll see when you contact us, and some happens behind the scenes — working with other teams to make sure everything is picked up and followed through.
This work helps us to:
- Get you to the right team more quickly
- Reduce delays and avoid you having to repeat yourself
- Spot issues earlier and take action sooner
- Make sure your enquiry is followed through
A big part of our role is being there when it matters most.
Recently, one of our colleagues supported a tenant who was struggling with essential living costs. By taking the time to listen and understand what they were going through, they worked with local partners to arrange emergency support.
This meant the tenant could access help at a critical time and feel more secure.
This is the kind of support we provide every day.
If you would like to read more about this, click here.
I’m really proud of the work the team has done this year.
We know we haven’t always got this right, by listening and learning from what you tell us, we’re continuing to improve how we work — building on what’s working and focusing on where we can do better.
