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We are excited to share that we are launching a new phone, email and chat system this week.

How this benefits you:

• Better ways to connect: Whether you call us or use our online chat, our new system helps us respond more quickly and provide a smoother experience.
• Improved service: Our team will have better tools to track your requests, meaning you won't have to repeat information as often.
• Making things easier: We’ve streamlined our phone menu, making it faster for you to reach the team you need.
• Listening to you: We’ll be adding new ways to hear your feedback so we can keep improving our services based on what matters to you. 

We are going live on Thursday, 19th February. Phone lines will be open as normal from 8.45am.  

As our team gets used to the new system, things may take slightly longer than usual. Please bear with us during this short transition - we are working hard to ensure everything is set up perfectly so we can continue to support you as quickly and efficiently as possible.

Zero tolerance on abuse

We believe that our tenants and residents have the right to be listened to, understood, and treated with respect. Our employees also have these same rights.

We encourage our employees to be courteous, helpful, and sensitive to all tenants’ needs and circumstances, and we work hard to be open, transparent and accessible to all.

We also believe that our employees deserve fair treatment and respect, free from intimidation, harassment, or threats of violence.
While recognising that tenants and residents may sometimes feel frustrated or angry about issues raised with the Trust, we consider behaviour that escalates from anger into aggression towards our employees, making them feel threatened or unsafe, to be unacceptable.

Examples of unacceptable behaviour include:

• using foul language or swearing at our employees;
• any forms of physical violence towards any of our employees;
• verbal abuse directed towards our employees in any form,
• including verbally insulting our staff;
• racial abuse and sexual harassment;
• abusing employees on our social media platforms;
• verbally abusing our employees during telephone calls.

Our Unacceptable Behaviour Policy explains how we approach situations involving the behaviour or actions of individuals. The policy can be downloaded here.

Did you know we have a ‘queuebuster’ call back system? After 60 seconds of waiting to speak to an advisor you are given the option for a call back, which will hold your space in the queue and save you waiting on the phone.