To help improve your experience when contacting us by phone, you may notice some changes when you call us.
Starting from 15 July, we will be introducing new technology which will ask you to give answers by speaking. This will include questions like your date of birth, address and what you are calling about. This will help us put you through to the most suitable colleague to support you, as well as to help us confirm that it is you we are talking to.
If you aren’t sure how to answer any of the questions, you will automatically be put through to a colleague after a couple of tries – so you won’t need to worry that you will get stuck not being able to talk to us. We also understand that not everyone will be able to give answers by speaking, so you will be given the option to provide answers using your keypad if you need to.
As we launch the new voice technology we won’t be using it for every call straight away. So you may notice for a short time that if you call one time it may be slightly different the next time.
Why are we changing the way our phone system works?
We want to provide a service which makes life easy for our customers, which this new technology will.
It will make it easier for us find the information we hold about you to help us with the issue you are phoning about.
The new system helps us by summarising calls. This means our records are up to date and helps us to provide quality support if you need to contact us in future about a similar issue.
Did you know you can report repairs and make payments online?
Whilst you might need to phone us sometimes, it is often quicker and easier to use our customer portal. You can use it to report repairs, choose or amend appointment times, and make your payments online.
You can do this on our customer portal. If you haven’t already made an account, find out more and create yours.