Customer Annual Review 2015/16 | Page 14

Customer Annual Review 2016 12 Customer service You said that finding the right person to talk to was difficult. In April 2016 your new customer contact centre opened. Our experienced housing officers work as one team to answer calls, emails and online requests made via myNHH. Case study Telephone calls answered in 2015/16 – 95.6% 2014/15 – 96.3% In the few months that the tenancy support service has been operating, they have helped many customers remain in their homes; assisted them with their debt issues and increased their income by identifying entitlement to social security welfare benefits and tax credits. Average time to answer an inbound call in 2015/16 – 11 seconds 2014/15 – 10 seconds Full Fullreport reporton oncustomer customerservice serviceperformance performance www.nhh.org.uk/performance www.nhh.org.uk/performance Here’s a story that demonstrates the incredible work of our Tenancy Support Team. Call us on 0330 343 0016 Steph, Customer Service Advisor at our customer contact centre, Blackhorse Road, Letchworth Garden City Mrs W was referred to the team, she was very distressed and indicated she was feeling suicidal. She received Job Seekers Allowance, but was subject to Bedroom Tax plus a Housing Benefit overpayment and was in rent arrears. She couldn’t afford rent, gas or electricity and had no food in the house. Any spare money was put towards her rent arrears as she feared losing her home. Her son was also adding to her problems by coming to the property and taking money, food or any other items. Mrs W was not feeling strong enough to stop him and wanted to move to Dorset to be near a friend from whom she received advice and support. Our contact centre is open from Monday to Friday, 8am to 6pm. Email us on [email protected] Visit us at Blackhorse Road, Letchworth Garden City, SG6 1HA 13 The Tenancy Support Team took immediate action and provided Mrs W with a food parcel. They then looked at the facts, contacted the Housing Benefit office who reviewed her case and agreed that the overpayment no longer applied. They also assisted with budgeting advice and spoke to the housing team in West Dorset regarding a move that also resulted in a job offer in Bournemouth. Through this process Mrs W’s confidence grew to the point where she felt able to stop the issue with her son and chose to stay in her home close to her other children. She secured a full-­time job as a carer and has stable arrangements to pay her rent and remaining arrears. If any of the issues raised here affect you please contact our Customer Service Team on 0330 343 0016 in confidence.