Customer services

A new approach to customer services

Excellent customer service is at our heart.

The customer services team has been set up to help us deliver our promise to provide excellent customer service.

Caption: Estate caretakers are essential to maintaining the safety and security of our properties. Audrey Murphy, Customer Services Manager, has many years of experience in social housing. She understands what tenants and residents want is a fast, friendly and efficient service.  She said: “This is an exciting time for the Association and our customers.

“We aim to develop our customer services, learning from the best practices out there.  One of the first things we’ll do is develop Customer Services Standards and that will help us shape our services to ensure they meet our customers’ needs.

“The team are all very experienced and want to provide customers with the best service possible.”

The customer services team incorporates two distinctive services:                                      

  • Estate caretaking services are led by Estate Services Co-ordinator, John Gray. The team ensure that common areas are well maintained. They’re also responsible for the safety and security of the Association’s property through CCTV and regular patrols.
  • Customer contact centre takes calls from customers who want to report a repair.  This service operates Monday to Thursday 8am to 6pm and Friday from 8am to 5pm on telephone number 0808 143 2002.  

Caption: The Customer Contact Centre team take calls on the 0808 143 2002 number about home repairs.

Emergency repairs

When the customer contact centre is closed, calls for emergency repairs can be made to our estate services team on the same number - 0808 143 2002.