We’re making changes in how we deliver customer service

We’re investing in improving our customer services and processes to ensure that we deliver great service by doing the right thing, at the right time - every time.

Customers have told us that we are not always able to resolve their query quickly or efficiently when they contact us. They also want us to improve how we keep them informed - especially when they are making a complaint or reporting an ASB issue or raising a repair.

As a result of this we’re making changes.

Changes to our contact centre

We have brought together the customer service and repairs service team so they are now working in the same office in Watermill Lane, Enfield.  They are called the Origin Resolve team and deliver a one stop shop for all customer queries. They are also responsible for taking all Neighbourhood Team calls so that customer enquiries can be answered quickly.

Origin Resolve will resolve a customer query at the first point of contact. If they can’t resolve the query, one of our advisors will agree a time when either they or a member of staff will get back to the customer with the right information.

Further improvements planned

We know that there is still more work to do to help us deliver the level of service we aspire to. This year we are improving processes and our staff’s knowledge to ensure we are delivering great customer service. This includes investing in our IT systems that will allow the Origin Resolve team to monitor customer queries and repairs more effectively. By January 2017, we plan to have implemented a new Customer Relationship Management (CRM) system and established a Knowledge Base where key information from across Origin is held to help the contact centre team.