We’ve listened, learned and improved our service centre, now called the Customer Connect Hub

The hub has replaced our Service Centre, providing a new and improved system and service, a larger team to support with demand, that will improve your customer experience and provide you with quicker and easier ways to get in touch. The new system  allows us to manage your enquiries all in one place, across the different ways you can communicate with us, offering you a streamlined service.

Our new Customer Connect Hub will make sure:

• Your calls are answered as quickly as possible
• We are set up to resolve your query, if we can, at the first point of contact
• We manage all your contacts in one place, making it easier for us to access your history so we can be more efficient in helping you
• You’re satisfied with the service you receive

Our new hub has been in place since July and we have already seen an improvement to:

• The average speed of answering your call from 4 minutes, 50 seconds to 1 minute, 30 seconds
• Call abandonment rate from 16.8% to 5.44% that means most calls are answered and resolved, with a small amount of callers ending their call before we speak to them
• Satisfaction with the service provided is now 99.1%

We know we don’t always get it right, but what we do know is that we want to improve and get better. Listening and learning from your feedback is important to us as we want you to be satisfied with the service you receive. To do this, we will be working alongside tenants to develop a new set of service standards putting you at the centre of everything we do, so that you can hold us to account.

Our Customer Connect Hub is here for you, ready, whenever, wherever. Getting in touch will stay the same and you can contact us by:

• Completing an online website form
• Live Chat with our Customer Connect Hub or our virtual assistant, in the lower right-hand corner of your home screen
• Download the MyAccount+ app
• Calling our Customer Connect Hub Team on 0300 123 5522

We know how important it is to you that you can get in touch with us in a way that is convenient to you. It’s important to us that we get it right. Investing in customer services will offer you the best possible experience whilst supporting us to meet increasing customer demand – placing you at the centre of everything we do!