Customer service success handling increase in calls

On September 1 Homes in Somerset took on the management of an extra 6,000+ homes, and as our Customer Services Team saw calls more than double, we are proud to have maintained the high level of support to tenants at the first point of contact.

The team answered 4,155 calls between September 1-22, and the average answer time was just two minutes and 14 seconds. On top of that the team also handled 110 VoiceScape calls.

In the previous month, the team had received 1,997 calls, so since managing 10,000 homes on behalf of Somerset Council the calls have more than doubled.

The uptick in calls from tenants was expected, but the fact that the service level has remained high is testament to the team’s professionalism, and reassures tenants of the swift service they receive by ringing the contact centre.

All tenants should contact Homes in Somerset using our dedicated Customer Services Team in the first instance, either via email customer.services@homesinsomerset.org or by calling 0800 585 360.

Thank you! A huge thank you to everyone who helped make the launch possible and to colleagues supporting tenants every day. The strong start is a real team achievement.

Rachel, Customer Focus Manager

Every contact from tenants is a chance to listen, learn and make things better.