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7th June 2026
Making It Easier to Get in Touch with Us
We’ve been listening carefully to your feedback. Many of you told us about challenges like long wait times, difficulty getting through, or not receiving a response.
In response, we’ve been working hard to improve how you contact us and how quickly we can help. Since October, we’ve started introducing a new contact centre system in phases to deliver a faster, smoother service for all our residents.
A Smarter Call Experience
Our new system, powered by Microsoft Dynamics, gives you more control when you call us. You can now:
- Leave a voicemail instead of waiting on hold
- Request a callback and keep your place in the queue
- Hear how many callers are ahead of you, so you know what to expect
This means less time waiting and more flexibility in how you get in touch.
Better Service Behind the Scenes
Our teams now have access to real-time information, including:
- How busy our phone lines are
- Where calls are queueing
- How long people are waiting
This helps us respond more quickly and manage demand more effectively.
Using Insight to Improve Your Experience
We’re also using new tools to help us understand and improve our service:
- Call sentiment analysis helps us identify when someone may be frustrated or needs extra support
- Call transcripts allow us to review conversations and improve how we help you
- We can track missed or dropped calls so we can follow up and learn from these experiences
For your privacy and security, any call recordings used for training are kept for a maximum of six months.
Connecting Everything Together
We’re improving our customer records so we can better understand your needs. For example, we can see which options you selected when calling us, helping us direct your enquiry more efficiently and resolve it faster.
What This Means for You
These changes are all about making things easier for you:
- Faster access to support
- More convenient ways to get in touch
- A smoother, more responsive service
We’re committed to continually improving and making every interaction as easy and helpful as possible.
Keeping You Informed
We’re also improving how we communicate with you:
- We can send text messages (SMS) with helpful links and updates tailored to you
- We can send individual messages directly to residents
- We’re currently developing WhatsApp messaging to keep you informed
- We can send notifications through our app
Communication is an area we will continue to develop together with our residents.
What’s Next
We’ll be introducing even more improvements this year, including expanding channels like WhatsApp, so it’s even easier to stay informed and in touch.
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