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11th September 2026
Getting in Touch with Us Just Got Easier
We are making improvements to our Contact Centre so that residents can reach the right team more easily and receive the support they need.
A simpler telephone menu
We have simplified our automated telephone menu, also known as the Interactive Voice Response system, to three clear options. This is designed to make the process easier to follow and help residents select the service they need.
Our telephone welcome message has also been updated to specifically mention vulnerable residents, helping to make it clear that additional support is available for people who may need it.
Working with our contractor to improve services
We have introduced weekly meetings with our main contractor to discuss residents’ experiences and identify further ways to improve the service.
More options for residents
We are also exploring additional self-service options, giving residents more choice in how they access information and manage their enquiries. Previous improvements have included My Karibu app & web portal that allows residents to report issues, track progress and manage their tenancy online.
Ray O'Looney, Head of Customer Experience, said these changes are part of ongoing work to simplify residents’ experience and improve how services are delivered.
We will continue listening to residents and looking for practical ways to make contacting Karibu Community Homes simpler, clearer and more accessible.
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