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Customer service

The Contact Centre Teams are responsible for handling all inbound customer contact including phone calls, emails, social media posts and most recently live chat through our website. We have over 250 staff working across 4 contact centres in Bromley and Kings Hill, Kent handling your enquiries. In the majority of cases we are able to resolve your queries, however, where we are unable to do so we will always put you in contact with the most suitable person who can.

Summary of the contact centre volumes:

  • 667,400 Housing Contact Centre Calls with 82.6% answered within 30 seconds
  • 435,400 Repairs Contact Centre calls with 80.7% answered within 30 seconds
  • 1,102,800 Total Contact Centre calls with a 81.6% answered within 30 seconds
  • 87,500 Housing emails handled
  • 109,500 Repair emails handled
  • 36,500 Social media posts handled
  • 1,336,300+ Customer contacts handled