Serving you better...

November 24th, 2015 by Donna Middleton, Director of Customer Experience in Customer Service blog

It’s hard to believe it’s only three and a half years since we officially launched our customer service centre.

Our knowledgeable Customer Service Advisors now provide an award-winning service from their well-equipped service centre, dealing with day-to-day enquiries such as repairs and arrears, while our experienced Customer Service Partners in local areas focus on really getting to know their customers and meeting needs in the community.

But when the world is constantly changing and technology is constantly evolving, we can do so much more to improve the way we communicate.

Fast-forward to today and you’ll see why I’m so excited about the launch of our new website and its improved functionality. How fantastic that not only can customers report their repairs or pay their rent through ‘my account’, we’re also creating the opportunity to chat live online to one of our experienced advisors. You’ll see this promoted more widely as we learn more about how customers prefer to use the service.

As Director of Customer Service, it’s my role to ensure each customer’s experience is first-class, regardless of who or where they are. So with over 120,000 customers in 55,000 homes across 200 local authority areas, housing people of all ages with different backgrounds, experiences and lifestyles, it’s easy to see why I strongly believe there’s no ‘one size fits all’ approach.

Our multi-channel approach enables us to respond to customer demand for online options, as well as the growth in smart phones and social media, while ensuring we’re still listening to our customers and what they want.

Today a customer has the choice to contact us through our mobile phone app, using a form online, chatting live to us online, by phone, or arranging to speak to their Customer Service Partner in person for more complex issues. And choice is the key word.

As a business we’re taking a digital-first approach to the way we work. Two-thirds of Home Group customers are familiar with using the internet and of course a shift to new lower-cost channels online also helps us as we find more efficient and productive ways of working. But that will never come at the cost of customer service.

A customer using one of our new digital channels must have as valuable and positive an experience as those using our traditional channels. So we’re moving more knowledge online and improving our behind-the-scenes systems too, so that we don’t lose precious data or ask customers to duplicate information as they switch between channels.

So, next time you need us, why not try chatting to us online, or using our mobile phone app? I’d love to know what you think of our new website and our new ways of getting in touch.