Your Customer Hub
We’re committed to keeping you connected - whether that’s by phone, online or in person. Our focus this year has been on making it quicker, simpler and more convenient for you to reach us and use our services.
Average time for calls to be answered
Minutes
Average wait time improved by
Minutes
Digital contacts handled
Calls answered
Emails responded to
Social media messages answered
Enquires dealt with via Your PlatformÂ
Call backs madeÂ
You told us it was difficult to get through by phone and that long wait times were frustrating. In response, we recruited more advisors and introduced new ways to make it quicker and easier to get the help you need. These included our chatbot, live chat, and video calling options - giving you more choice in how you contact us and get your questions answered.
Chatbot, Live chat and video calling Â
Chatbot interactions
Questions answered from chatbot interactions
Average confidence score
Average response time
Seconds
Our dedicated, out of hours service continues to deliver strong results, with our skilled advisors improving the accuracy of emergency repairs reporting. This helps to reduce the number of emergency jobs raised outside of normal hours, and lowers the frequency of rescheduled repair appointments.
As well as answering emergency calls, the team managed 55,966 of the 226,807 digital contacts received - accounting for 24.7% of all digital enquiries. This additional support is invaluable, allowing our daytime team to focus on call handling while also helping to manage and balance your growing volume of digital interactions.
In-house out of hours service Â
Emergency out of hours calls answered
Emergency call out jobs raised
Average time for calls to be answered
Minutes
All our advisors complete ICS-accredited Customer Excellence training, giving them the enhanced skills they need to handle your calls and digital queries effectively and efficiently.
Our Customer Hub is the first point of contact for thousands of customers each year. Meet Gina, one of our team leaders, who shares why delivering outstanding service matters so deeply to her — and how her team’s commitment is making a real difference every day.
Case Study
My promise to every customer is that we will listen, support, and do everything we can to resolve your issue.
