Proposed Changes to Contact Centre Opening Hours

We are looking to adjust our Contact Centre opening hours so they better align with our Repairs & Maintenance teams, who finish between 4:00 p.m. and 4:30 p.m. After this time, it can be difficult to resolve repair queries straight away because the managers and schedulers we need to contact are no longer available. This often leads to next day call‑backs and delays.

Only 2% of daily calls come in between 4:30 p.m. and 5:00 p.m., and an average of 8 repairs take place during this period, which can be covered by our out‑of‑hours Concierge team.

What this means for customers:

• More issues resolved first time
• Fewer delays and next‑day call‑backs
• Better coordination between teams
• An improved overall service

Our aim is to provide quicker answers and a smoother experience for all customers.

Please see the presentation attached, which provides further information. If you could kindly review this and provide feedback using the survey below