Customer Services

Within the Operations Division, the customer services section is a key area covering the operational management and development of the customer service centre including the following customer interaction business process areas:

• Reception
• Call centre services
• Continuous improvement and operational quality control
• Resident and Community Involvement
• Customer complaints, comments and compliments and satisfaction monitoring.

Customer Services

The Association's customer services centre and main reception are staffed by a team of 9 Customer Services Officers. The customer services team is the first point of contact for everyone calling the Association's main telephone number or the tenants' free-phone and emergency numbers.
Using advanced telephone and IT equipment, they have access to systems to answer the majority of enquiries including reporting and enquiring about repairs, applications for the housing waiting lists and for garages, rent accounts, etc, and will also take messages for other staff.

Resident Involvement

The Resident and Community Involvement team is responsible for ensuring that customers are fully involved and able to influence issues concerning housing management and other Association matters that affect them. The team is made up of a Resident and Community Involvement Manager, a Resident Involvement Officer and an Administrator.

Complaints, Compliments and Satisfaction Monitoring

The Association is committed to encouraging customer feedback and to improving its services as a result. All complaints are independently investigated and lessons learned are acted upon and published in customer literature. The team is made up of a Customer Liaison Co-ordinator and a Customer Liaison Officer.