Improving how we handle anti-social behaviour calls

In previous years, if a customer called us to report anti-social behaviour one of our advisors would pick up the call. Our advisors are very skilled people, but across our entire team, they might only deal with one or two calls like that every few months and it could mean customers got different experiences.

Aware of that, we looked to set it right. We sat down with customers and asked them what would make the process better.

That led to the creation of our dedicated anti-social behaviour team within our customer service centre.

This team of around 10 advisors include some of our most skilled advisors at handling difficult situations and conflict resolution, who have been given specific training around anti-social behaviour.

When a customer now calls us, you can tell us that the call is regarding anti-social behaviour and your call will be directed straight to a member of this specialist team.

We know anti-social behaviour can be very distressing. The last thing you want after calling us is to feel like you aren’t being supported correctly.

Now, our customers can have confidence they are speaking with someone who is very knowledgeable about anti-social behaviour and who has the time and resources to help us to support them.