CEO Lynn Wassell
CEO Lynn Wassell
I wanted to send a personal message to you as we find ourselves over 6 months into the pandemic and lockdown restrictions.
It’s so important to keep you up to date with what’s going on and with any changes and we’re trying different ways of doing that- texts, outbound calls to vulnerable and older customers, website information and our newsletter.
With social distancing in mind, we have reduced face to face contact and we know that’s not ideal for everyone.
We want to listen and help and we’re doing our very best to do just that.
We have contacted thousands of our customers since lockdown began through outbound calls, customer surveys and video contact:
As we went into lockdown we embarked on an outbound calling campaign to check in with our most vulnerable customers and offer advice and support
We partnered with a company called CX Feedback in order to issue a quick survey to our customers to check on their wellbeing
We are using a simple solution for video calls – your housing officer can send you a link that will allow you to speak directly and securely with them if you have any issues that you would like to discuss.
We are operating a full range of services and works although our office at Scott Street is closed and the team are working from their own homes.
We know there are some particular challenges in dealing with cases of anti-social behaviour which are higher than normal level during Covid restrictions. We are dealing with 70 new cases each month compared to a normal average of around 20. This increase in volume, coupled with COVID restrictions, makes it more challenging to deal with all of the cases as effectively as we would like. I want to assure you that nevertheless we are dealing with them all and seeking to assist customers and communities to find positive outcomes.