We did! - Broadland Housing Association

doortodoorCustomer Services Managers UpdateChange oftelephonenumbersAllpay are changing theirnumbers to the 0844prefix to make calls cheaper for customers.The new numbers are in place with immediate effectand will run alongside the existing linesuntil the end of October 2009.After this date any calls made tothe old 0870 numbers will beautomatically diverted with amessage explaining the change.This will ensure there is nodisruption to services.The new numbers are as follows:General enquiries: 0844 225 5729Fax: 0844 557 8350Telephone payments: 0844 557 8321Or visit www.allpay.net/contact.ComplaintsSwine FluOur Management Team recently met to discuss theoutbreak of swine flu and it’s potential impact on ourservices. We have put suitable measures in place toensure we can continue to provide your servicesshould the outbreak escalate.FeedbackWe always take your feedback seriously and will alwaysdo our best to solve your problems, but it is also nicewhen you give us praise (see letter opposite).Number ofcomplaints resolved(April – June 09)28Outstandingcomplaints as at30th June 0921Telephone Performance– 0303 303 0003% of callsanswered within18 seconds1008060April May June74% 80% 81%4020What lessons have we learned as a result?Improved quality of letter writing through staff training.Ensure customers are kept informed of complaintprogress.% of callsanswered –target 95%10080604020April May June96% 95% 97%Page 20 • www.broadlandhousing.org