Housing Services Centre Celebrates First Birthday
Published by Andrew Young for South Tyneside Homes in Housing and also in Communities
South Tyneside Homes’ Head of Governance and Business Support, Frank Coverdale (centre) celebrates one year of the Housing Services Centre with Customer Service Advisors (from left to right), Chris Bell, Katie Bloomer, Lorin Briggs and Liam Caffrey.
A centre launched to improve access to housing services for council tenants and leaseholders in the Borough is celebrating its first birthday.
Based at South Tyneside Homes’ HQ in Jarrow, 'Connect 2 South Tyneside Homes' has dealt with more than 164,000 calls over the last 12 months and helped to improve levels of customer satisfaction with access to services.
The phone lines provide a single point of contact for customers to report repairs, pay their rent, bid for council homes and have any other housing queries answered.
A dedicated team of Customer Service Advisors are trained to deal with 70% of calls at the first point of contact. They also manage a centralised e-mail inbox, which is another way customers can contact the company.
South Tyneside Homes’ Chief Executive, Isobel Riley said: “The introduction of the Housing Services Centre was a huge step forward for the company and it has proven to be a great success throughout the first year. We hope over the coming months we will be able to further improve the service, making it even easier for customers to contact us.
She added: “Having a dedicated central team to deal with all incoming calls allows customers to feel confident that they are speaking to the right person at the first point of contact. The centre is also a great example of how we have listened to our customers and made a major change in the way we deliver services to meet their needs.”
Telephone lines are open from 8am to 8pm Monday to Friday and 9am to 1pm on Saturday. To contact the Housing Services Centre telephone 0300 123 6633 or e-mail: firstname.lastname@example.org