New updates on call management

New updates on call management

Published 28 September 2022

We have reviewed our call management process to manage housing/customer service calls. As of yesterday, we introduced a revised call procedure.

Carieum, our telecare contractor will answer all housing/customer service calls. They will take all messages and hand them over to our team by 4pm each working day. Our aim will be to return all of these calls to customers within 48 hours (not including weekends and bank holidays) Any calls that are assessed as high risk will be transferred to the relevant manager or an immediate call back will be arranged.

This process will be in place for 3 months until January 2023. We feel this approach will ensure your calls are responded to within an acceptable timeframe and reduce the need for you to make repeat calls to chase your queries.

Please note that this new approach applies to housing/customer service only, if you are calling for any other reason including reporting a repair please dial our main number 020 7501 6120 and select the relevant option.