Receiving an average of 450 calls a day, our Customer Services Team are you first point of call when you call in to report an issue.
You've told us you want to know more about what happens when you’ve made your request and put the phone down.
Here’s one example of the work that goes on behind the scenes to provide you with the services that matter to you – and what happens when something goes wrong.
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Hannah calls into our Customer Services Team and speaks to Stephanie, who asks how she can help.
Hannah has an appointment for her fencing to be fixed later in the week, but is unable to be at home to give the fencers access. Hannah asks Stephanie if she can rearrange the appointment.
Stephanie says she’s happy to help.
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However, looking at fencers’ diaries, Stephanie can see there may be a wait.
This repair will take two hours, and she can’t find this space in their diary over the next month.
Stephanie tells Hannah that she’ll need to pass this onto our Repairs Schedulers to rearrange the appointment. Hannah will receive a text when this has been scheduled.
Hannah is happy with this and ends the call.
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The following day, Ryan, the Repairs Scheduler sees the request.
He looks at the fencers’ diaries and can see that with a small tweak, he can fit this appointment in for an afternoon next month.
Hannah receives a text with her appointment.
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The day of Hannah’s appointment, she receives a text informing her that it has been delayed a week.
Hannah is annoyed – she’s been waiting for this repair for a while.
Hannah rings our Customer Services Team and speaks to Liam, who apologises and investigates.
Liam learns that the fencers had to be sent to an emergency appointment following a storm, and lets Hannah know.
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The following week, fencers, Danny and Lee, arrive and fix Hannah’s fence.
Hannah rings Customer Services and speaks to Jane.
Hannah says that even though it took longer than she’d hoped, the fencers did a really good job and she’s really pleased with the repaired fence.
