You said, we did – improving our phone system

We are pleased to announce that we will be launching a new system that will improve the customer experience when using our call centre.

With our new system, when a customer calls they will get through to the right person to answer their enquiry quicker, providing the support they need on the first call. 

How does this benefit me?

• With more options available for customers to choose from, for example damp and mould, we can deliver a better service by resolving your issue on the first call 
• Rather than the calls being answered by one team and then redirected, more colleagues will be available to take the calls, significantly reducing the wait time in the call queue
• You will still be able to request a callback so you don’t have to stay in the queue and can get on with your day – of the 26,153 calls we have taken this year to date, 12% of our customers requested a call back

The number to contact us is still the same – 0800 218 224 – but the voice and the menu have changed, so please listen carefully to all the options.

To keep making improvements like this we need to hear from you! Let us know what you think of the new system when you receive a post-call survey.