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.