Meet Mo, an adviser in our digital neighbourhood service centre
Have a question about your home, your neighbourhood or our services? Not sure who can help? Well the answer is simple… just call or email our digital neighbourhood service centre.
To help us make sure you don’t have to go through several people to get what you need from us, we’ve set up a central digital neighbourhood service centre. This is now your first point of contact for all customer queries.
We caught up with Mo, an adviser in the centre, to answer some of your questions.
How I contact you or Catalyst?
Most people tend to contact us by phone – we can receive up to 1,000 calls a day especially in the winter. Over the last few months we’ve also seen an increase in customer queries via email.
When is the best time to call you?
There’s no ‘best’ time. We’re busier on Mondays and Fridays because of the weekend. And also in the mornings (from 8am to 11am), during lunchtimes and just before we close (from 4pm to 5pm).
I would say if you have a non-urgent query, please call us when we’re not so busy. But if you have an urgent issue please call us straightaway.
What kind of queries can customers call you about?
Anything and everything. We take queries about repairs, rent, homeownership, right to buy, maintenance, cleaning, caretaking – basically everything.
We’re customers’ first point of contact for absolutely everything.
Are you able to answer all customer questions?
I hope so! Previously if we couldn’t answer something, we would pass on the query to the customer’s neighbourhood manager. But now we are being continuously trained to answer all customer questions without the need to go to specialist teams.
How do you remember the answer to all questions?
Well we can’t remember absolutely everything! We use a housing management system which holds all the information about our customers. We refer to this when people call or email us.
We’ve also started using Ask Catalyst – an online internal database where we can see the answers to all possible customer questions. So when someone calls or emails us, we have all the information to hand.
Can customers get the information they need through any other means?
Well they can get some basic information on our website. In the next few months we’re going to add Ask Catalyst for our customers to our website.
This means customers will be able to go online and get their questions answered, which will be both quicker and easier for them.
What’s your favourite thing about your new role?
I love being able to resolve customers’ issues when they contact us as a first point.
Before I would just say to them ‘Thanks, I will look into that for you’ and more than likely have to transfer the call. Now I can actually resolve the issue, and when I do that, they get so happy!
Our digital neighbourhood service centre
We are open Monday to Friday, 8am to 5pm.
You can contact us by calling 0300 456 2099 or emailing firstname.lastname@example.org
If you have an emergency repair when we are closed, please call us and your call will be transferred to our out-of-hours repairs service.