Working smarter, not longer, to better meet your needs

From Monday 31 October the Housing Team at our Customer Service Centre will answer phone calls from customers from 8am – 5.30pm, Monday to Friday (excluding public holidays).

A three-month pilot, we hope this change to our service gives our customers a better experience by increasing the number of staff available to take your call at key times.

The current service is 8am – 8pm, seven days a week, including public holidays.

The three-month pilot will run until the end of January.

Why are we doing this?

• Most people phone us between 8am and 5.30pm. However, our CSC Housing Team work till 8pm, a period we know we get fewer calls. We’ll have four more call handlers answering customer questions at our busiest times during the pilot.
• We should be able to fix more of your issues first time by reducing our hours of service to when our frontline colleagues are available. We’re often unable to answer questions received after 5.30pm anyhow and have no choice but to email your local team to respond to you when they’re next at work.

We have good reason to believe that these changes will enable calls to be answered and issues resolved more quickly, hopefully improving your experience when you phone us.

You can continue to report Housing issues to us 24/7 through our online form.

Our repair phone lines are also unaffected and remain available 24/7, 365 days a year by phoning 0800 131 3348.