Customer Hub

We know how important it is for our customers to be able to contact us easily and receive a response in a timely manner - ideally on that first contact.

We know over the last year, getting through to our Customer Hub has not been as easy as we would have liked and we have been working hard to improve the access to our service.

We have recruited additional colleagues to work in the Hub and have changed our approach to how we recruit them to ensure that we are focused on real life customer experience skills and not just how well they can perform in an interview.

We now operate a waiting list of suitable applicants so if we do have colleagues who move on we can quickly fill that gap.

We have added some new support roles into the Hub such as new managers to be able to coach, train and upskill our additional colleagues and also recruited a Real Time & Resource Advisor whose role is to make sure we have the right people working on the right things at the right time.

We have changed the way some of our systems work to make sure that enquiries can be processed quickly and give colleagues more time to be able to respond to customer contacts.

We now respond to contacts or queries about gas repairs instead of you being transferred to SURE our gas contractor. This means we can access all of your information when you call and respond to more of your queries first time rather than having to pass you on to them.

We have completed a review of the contacts we receive into our Hub and are planning further improvements – such as how we respond to ASB, provide a self-serve repairs offer via our MyPlace, our customer portal and improve access via email, call backs and webchat via Chatabot on our website.

We plan to consult customers in the coming months regarding accessing our service – please watch out for this and help us by providing feedback.

Calling us is still the most common way customers contact us but did you know it isn’t always the quickest way to get in touch? We understand in emergency or urgent situations you often need the reassurance of speaking to someone but in working hours you can still talk to someone directly using webchat. If Chatabot can’t help with your enquiry, you can quickly ask to connect to an agent. Or if your query is less urgent you can email us at customerhub@greatplaces.org.uk and we will get back to you within 3 working days.

Don’t forget you can view your rent balance, make payments, report anti-social behaviour, repairs, give us feedback and find out who your Neighbourhood Services Manager is 24/7 by heading over to My Place, you can sign up and log in directly from our website – why wait to try and phone us!

The Hub is a busy place, with an average of 18,786 contacts a month! Our latest monthly average stats are below.