Improvements to the way you contact us! | News

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Telephone icon01223 315036

Improvements to the way you contact us!


We would like to make customers aware that from Monday 29th January we will be trialling some changes to our customer offer, which are explained below. We are making these changes to improve the service we offer you.

Our telephone opening times
Our phones will now be open from 9.00am to 4.00pm on Mondays, and from 9.30am to 4.00pm Tuesday to Friday.  If you need to report an emergency repair outside of those hours, please call 01223 315036 and press option 1 to report a repair.

This is a reduction in the hours our Customer Service Team have previously answered calls, but we are making these changes based on the numbers of calls we have received by hour over the last 12 months. Historically, very few customers have contacted us outside of these revised telephone opening times.

Telephone call back facility
To help you get to speak to our Customer Services Team, you can now request for us to call you back. If you call us, rather than waiting in a queue for your call to be answered by our Customer Services Team, you can request we call you back .  You can then put the phone down with an assurance that you will be called back as soon as your turn arrives in the queue – meaning you don’t lose your position and don’t have to wait on the telephone in the meantime. Please note that the only limitation for this function is where your phone is set not to offer caller information display; if your number does not display, our system is not able to call you back.

In person Office Appointments
We want to make sure that we have the right person available to help you our when you want to talk to us in person. From Monday 29th January we are going to introduce an appointment system for visits to the office, as well as visiting you at your home. This will make sure the right person is ready to help you with your enquiry, rather than you popping in and being disappointed that the person you want to see if not there. This does mean that the office will not be open for walk in appointments but we have very few customers who drop in and we will arrange a convenient time if you let us know when you would like a visit at home or to visit the office. We can also arrange a Zoom or Teams appointment if you prefer.

Emails to Hundred Houses Society Email
We also want to ensure that if you contact us by email, we respond to your enquiry more quickly. If you use our email address, you can expect a response within 2 working days. If we can’t answer your enquiry in its entirety within 2 working days, you will still receive an email from us explaining what we can respond to and provide you with a timescale for a further response.

These new arrangements will be reviewed with our Scrutiny Panel in 3 months' time and in greater detail after 6 months to assess how it is working and if there are any other changes which will help us offer a better service to you.
When you are using our new services, feel free to let us know how you are finding them as this will help us to understand customer feedback.

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