Introducing our new Customer Service Advisors
Welcome Debbie and Nicole, our new Customer Service Advisors! If you’ve called us recently, you will have likely spoken to one of them.
Debbie covered the phones in her previous role on reception but now has more of a role in making sure you get the information you need. Nicole works part-time, supporting with phone calls and calling you back if we miss your call.
When you call, Debbie and Nicole can:
- Direct your call to the right person
- Take payments
- Order you a rent card or make changes to your direct debit
- Register your interest in events or resident groups
- Call you back if we miss your call
If you're curious about who they are and what they sound like, hit the play button and discover more!
How are we doing?
Every three months, we share on our website how we’re performing against our customer service targets. Between April and September 2023, we have improved across all areas, though we still have a way to go until we reach our targets. We are confident these numbers will continue to improve with Debbie and Nicole now in their new roles.
Customer service standards
To 'acknowledge' residents’ phone calls by calling back within 2 working days.
Target
95%
April to June
July to September
Respond to residents' emails within 5 working days.
Target
80%
April to June
July to September
Resident feedback - ccha is easy to deal with.
Target
75%
April to June
July to September
Resident feedback - ccha treat residents fairly and with respect.