What happens when you call the Customer Service Centre?
You will speak with a Customer Service Advisor who will give you their name and establish the nature of your call.
We will endeavour to deal with and conclude routine calls first time and we are monitored on this. However, we do appreciate that there are times when you will need to talk to your Housing officer or another member of staff due to the specialist nature of your call.
If this is the case we will arrange this for you by either transferring the call to that member of staff or, if they are unavailable, send a message so that a return call can be made. We have specific software that allows us to record details of your call and to relay this to the appropriate individual.
Peak times
Mondays are always our busiest days, however most mornings between 9 am – 10.30 a.m. are also busy and it is better to try to avoid calling at these times.
If call volumes are particularly high our telephone system will automatically answer the call and advise you of this. In this case you will be offered a call back and asked to leave a contact number so that an advisor can call you as soon as one is free.