We’re sorry, there might be longer than usual call waiting times this summer, but we promise it’s for a good reason!
We’re making some big changes to our Customer Services team (the lovely people you speak to when you call us), so when you ring them after Thursday 13 August and it’s a query we can’t answer there and then, that same team member will now be your main point of contact until your query is fully resolved.
Whether you're reporting a repair, asking a question or looking for support, we're committed to making it as easy as possible to get the help you need. So we'll be the one to contact you with any updates, and we'll check how and when you prefer to be contacted, so you won’t have to ring us.
We’re making this change after seeing an increase over the last year in customer complaints and feedback left in surveys that mention the frustration of being passed between teams, not knowing what’s happening next, and having to call us more than once to get an update.
We trialled this new ‘single point of contact’ method with a small number of our Customer Services team members over a few months and the results showed it should help with all the above issues. There’ll be no more passing you between teams when you call and having to explain your situation again, no more calling us to ask for an update, and you should always know what’s happening next because we’ll tell you every time we speak to you.
While we get used to this new way of working it might mean call waiting times are a little longer than usual. If this happens, we'll make sure to give you the heads up on our Facebook!
