For Gina, a team leader in the Customer Hub, the focus is simple: making sure every customer feels heard, supported, and respected.  

“We often speak to people at the most challenging and vulnerable times of their lives,” she explains. “By listening carefully, acting quickly, and treating each customer with respect, we can give them reassurance when they need it most. That’s something I feel really privileged to be part of.” 

The team’s dedication has brought real improvements. Over the past year, average call waiting times were reduced by more than 11 minutes, and digital enquiries are now being dealt with faster than ever before. 

As Gina describes, “No matter how our customers choose to get in touch, the most important thing is that they can reach us quickly in a way that suits them. They want to feel listened to and reassured that action will be taken. That’s why everyone in the Hub is dedicated to actively listening, repeating back key points, and setting out clear next steps – so customers know we’ve understood and are working to resolve their issue as quickly and efficiently as possible.” 

Behind the numbers is a strong, supportive team culture. Gina explains: 

“I’m proud of the environment we’ve built in the Hub. We trust each other, support each other, and share the same passion for doing the right thing for customers. When I see my team handle a difficult situation with professionalism and empathy, it makes me so proud.” 

Gina also values working for an organisation that invests in its people: 

“I’ve been able to grow my leadership and coaching skills here, and I’ve learned so much about the housing sector. We’re encouraged to be open, to share ideas, and to support each other – which means we can give even better support to our customers.” 

And for her, the link between housing and customer service couldn’t be clearer: 

“I have always understood how vital housing is to every aspect of wellbeing. However, now being part of an effective, customer-focused service team has shown me just how much the work we do has a positive impact on people’s lives.”  

That sense of purpose is also reflected in her pledge to customers: 

“My promise to every customer is that we will listen to you, support you, and do everything we can to make sure your issue is resolved. You deserve to feel valued and respected every time you get in touch with us.”  

Looking Ahead 

Gina sees a bright future for the Customer Hub, with innovative tools helping the team work smarter while always keeping the human touch at the centre.  

“Technology can help us be more efficient, but it will never replace the importance of speaking to a real person who genuinely cares.”  

Her message to customers is really clear: 

“We care about your experience. We will listen, we will support you, and we will follow through on our promises. Every interaction is a chance to build trust and give you the reassurance you deserve.” 

Last year, our Customer Hub team handled nearly 200,000 calls, with an average response time of less than two minutes. They also managed over 167,500 digital interactions – including emails, social media, and customer portal queries.