We're continuing to improve the way customers access our services by bringing more customer support teams together within our Customer Contact Service.
From September 2026, a group of customer experience staff, currently supporting Housing Services, will become part of our wider Customer Contact Services team.
This change is designed to make it easier for customers to get the help they need by creating a more connected service and improving how enquiries are handled across the organisation.
Customers do not need to do anything differently. Existing contact methods will remain the same and services will continue as normal while changes are introduced in phases.
You told us that being able to speak to a person is more important than navigating multiple telephone options. Following feedback from our tenant groups, we're developing our telephone service with this in mind. Rather than introducing a complex "Press 1, Press 2" system, we'll continue to focus on getting customers through to an advisor who can help and make sure enquiries are passed to the right specialist team where needed. Thank you to everyone who took part in the conversations and helped shape the future of our service.
Over time, these service improvements will help us:
· Provide a more consistent customer experience
· Improve access to information and support
· Reduce the need for customers to contact multiple teams
· Resolve enquiries more efficiently
This is part of our ongoing commitment to delivering excellent customer service and ensuring customers can access support in the way that works best for them.