Customer service
How to contact us
Telephone:
8am to 6pm Monday to Friday on: 0800 040 7989
Emergency repairs only is: 0800 783 7903
24 hours repairs line is: 0800 783 7903
Our receptions:
Main office at Eversholt St is open 8.30am to 5pm
Randolph St, Camden (Care and Support services) is 9am to 5pm
Watermill Lane (Edmonton office) is open 9am to 5pm
Our head office address is:
110 Eversholt St, London NW1 1BS
Our service
- Car parking permits at Eversholt St, London
- Lettings /transfers advice and forms
- Rent statement requests
- Rent balance advice
- Repairs requests and reporting
- Sheds allocation
- Switchboard service: forwarding on specific enquiries to the relevant contact
Performance
This year we have combined the repairs helpdesk and customer service switchboard to provide a 'one-stop' Contact Centre. We have also computerised our 'Orchard' customer relations system. An independent survey showed that we now answer 90 per cent of calls within 20 seconds and that only one per cent of calls are lost (the caller rings off before we answer).
Meet the Customer Service team
Customer service manager, Malcolm Dean
His job is:
Managing the Call Centre and reception
Maintaining and raising customer service
Raising customer accessibility to the Contact Centre
Managing staff morale, development and training
Resolving issues
Raising tenant engagement and acting on suggestions to improve customer service
Managing mystery shoppers
Customer service advisors are:
Brenda Richmond, Ayan Absia, Katrina Pedrithes, Janet Harrison, Gurpreet Singh, Charlotte McGovern, Kelly O'Connor, Natalie Davidson.
Their jobs are:
Responding in time to all telephone calls and visits in a helpful, friendly and professional way
Diagnosing customer requested repairs
Raising and ordering the repair work
Seeking advice from specialists for more detailed, specific requests
Making appointments when technical inspections are needed
Answering questions on general tenancy issues
Forwarding call or seeking advice for more detailed queries
Keeping accurate computer and manual records
Delivering an efficient, cost effective service by liaising with maintenance contractors, staff and tenants
Administering the car park permit scheme
Logging complaints and issues
For more information about information and services click here.