Our CCA accredited Customer Service Centre (CSC) offers help to our customers in 27,000 homes in a diverse range of communities in the North of England. Contact is simple; our customers don’t negotiate their way through complicated voicemail messages but dial one number to speak to an Advisor, who is committed to resolving their query at the first point of contact. We developed the centre in 2006 following rigorous customer consultation to ensure we provide what our customers need. They helped decide the centre’s opening hours and telephone strategy and continue to play a key role in improving and developing the centre. Our targets for the centre are not how many calls we answer but how effectively we deal with our customers’ enquiries.

Excellence requires continuity and our ongoing delivery of high standards and dedication to continuous improvement resulted in the CSC being named as Best Small Call Centre in 2007 after only eighteen months in operation.

We make sure we train our people and support them in an environment where their views are valued and we offer them the opportunity for career and personal growth. As an IiP Champion our people are at the heart of delivering great service.