We wanted to give you a closer look at the team you speak to when you first get in touch with us – our dedicated Customer Service Team! 

Can you briefly describe what your team does? 

“The customer service team are the first point of contact for all our residents. Day-to-day duties will include taking incoming calls from customers and helping service their enquiry at the first point of contact. Some examples are anti-social behaviour calls, complaints, repairs, heating and hot water issues, tenancy, and money support issues as well as kitchen and bathroom replacement enquiries and rent enquiries.” 

How many people work in your team, and what are their roles? 

“We have six Customer Service Advisors who deal with all types of enquiries and four Repairs Service Advisors who take repair calls. This means there’s a dedicated team ready to assist you, including specialists for repair-related issues.” 

What does a typical day look like for your team? 

“A typical day for the customer service team is taking calls and from 8:30-5 while managing our customer service emails inbox, enquiries through our customer portal and answering webchats.”  

How do you measure success – what tells you that you’re doing a good job? 

“What tells us we’re doing a good job is our positive feedback from our resident satisfaction surveys.”  

Your feedback matters and helps the team know they are meeting your needs. You can find out more about our surveys here.  

What challenges do you face in your daily work? 

“Customer services will always face challenges and one of the biggest ones is not being in full control or being able to bring resolutions to every call – sometimes we will need to raise it to the relevant department as the enquiry will be out of customer services hands.” 

How do you work with other departments to solve customer issues? 

“In the call centre, we collaborate closely with other departments to ensure customer issues are resolved effectively and efficiently. When a resident contacts us with a concern, we first gather all relevant information and determine which department is best suited to address the issue. Our goal is to act as a bridge between residents and the organisation, ensuring their concerns are handled with care and professionalism.” 

What skills or qualities are essential for someone in your team? 

“The skills we look for in an advisor are: Empathy – This helps advisors build rapport, defuse frustration, solve problems effectively, and leave customers feeling valued. Confidence – This helps our advisors to be able to show our residents they are confident in what they are saying and that action will happen. And a willingness to help.” 

What are the most common types of queries you receive? 

“We typically receive queries about resident’s rent and what their rent per week is and also outstanding balances. We also receive queries about anti-social behaviour and neighbour issues. Throughout winter we have common trends such as heating and hot water issues.”  

Did you know you can see your rent balance and report repairs through your online account? 

How do you prioritise urgent cases, like emergency repairs or safeguarding concerns? 

“If there is an urgent safeguarding concern we would automatically ask the Community Safety team to take the call to make sure the resident is getting the immediate care they need. If it is an emergency mental health situation… we would make that call to emergency services if we feel like it is needed. For emergency repairs we would contact the planning team directly and ask for an emergency to be raised, this is usually completed within 24 hours or the same day.”