A message to our customers

Regrettably, we’re having some problems with our services and haven’t been achieving the high standards our customers deserve. Although we’re working hard to improve things, we’ve not been able to make as much progress as we want. We’d like to apologise to our customers for the inconvenience this may cause and let you know about what we’re doing to put things right.

A message to our customers

We’re sorry that some of our services are falling short of the standards you deserve.

Regrettably, we’re having some problems with our services and haven’t been achieving the high standards we set ourselves in some really important areas.

Although we’re working hard to improve things, we’ve not been able to make as much progress as we want. We’d like to apologise to our customers for the inconvenience this may cause and let you know about what we’re doing to put things right.


Our repairs service

We have a significant number of outstanding repairs that need to be completed.

In April, Mears Group took on the responsibility for providing repairs to our customers. We’re continuing to manage the ongoing challenges of a new contractor picking up a backlog of work, and some additional delays that occurred during the Coronavirus pandemic, as well as a shortage of operatives in the sector and difficulties with sourcing materials.

We’re working closely with Mears, with the support of other contractors, to reduce the number of outstanding repairs.

If you have an outstanding repair, we apologise again for the delay and thank you for your continued patience and understanding during this time.

If you’re reporting a new repair, please bear with us if it takes longer than normal for it to be resolved. We’re prioritising them to ensure we’re doing everything we can to keep our customers safe and secure.

If you have any questions, please contact us.


Dealing with your enquiries

Regretfully, we’re also having problems with answering your phone calls and getting back to customers as quickly as we should be.

While this isn’t in any way acceptable, we wanted to explain why it’s happening and what we’re doing about it.

As a result of changing how we work in response to the Coronavirus pandemic, including having to close offices for a sustained period, we’ve needed to recruit and train a significant number of new colleagues in our call centres.

In recent months, we’ve been operating with fewer colleagues than normal and introduced new technology. While these new systems will improve the service you receive in the long-term, it’s taking time for our colleagues to adjust to them.

To help us get things back on track, colleagues across the organisation are taking up temporary roles to ensure we can respond to your enquiries as quickly as possible.

In recent weeks, we’ve recruited additional staff and made some changes that will help us re-direct the calls we receive that aren’t from our customers.

We expect that our call handling service will improve on a week-by-week basis and anticipate that we’ll be providing an improved service in six to eight weeks from October 2021.


Other ways you can contact us

If you have a new enquiry, we ask that you contact us via our website, using the online contact forms.

This is the quickest and most direct way for us to get your enquiry to the right team and helps us deal with it as soon as possible.

There are several options to select depending on your enquiry, including:

Please visit the Contact Us page for more information and to submit your enquiry.

By using online forms, you’ll help us reduce the number of calls we receive and help us deal with enquiries more quickly.

Please continue to bear with us. We’re working very hard to get things back on track and really appreciate your continued patience.


    
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