We scoop national award for top customer service

29 September 2016

Our contact centre, Response, have won a national award for customer experience.

We picked up the accolade of Best Small Contact Centre (Can Do Culture) at the UK Customer Experience Awards 2016.

Response, who are based at the Kent Science Park in Sittingbourne, were shortlisted alongside four other organisations, including accountancy company Xero and the Ministry of Defence.

We were announced as the winner at a ceremony held in Westminster Bridge, London, on Friday 23 September.

Judges were impressed with our Click & Connect campaign, which is helping residents to become more connected and more empowered than ever.

Our online customer portal, MyAccount, helps residents to report a repair, check their rent balance and update their details among other things. Over 6,000 households have signed up and verified to use MyAccount, reducing call numbers in the process.

Our advisors are still on hand to speak to customers and overall resident satisfaction with the organisation in 2015/2016 was 98.5%.

John Barr, our Director of Customer Experience, said: “Our contact centre has a great reputation in the housing sector and beyond for customer service. We’re delighted this has been recognised again with this award. Many of our customers prefer using our online service which is quick, easy and efficient. Our friendly advisors are still just a telephone call away to customers who prefer to speak to a human being.”

The UK Customer Experience Awards enables businesses from across the UK to compete for the ultimate accolade in the world of customer experience.

Since its launch seven years ago, the UK Customer Experience Awards has grown and is now attended by representatives from over 150 companies.

Winners from the 2015 Awards included Eurotunnel Le Shuttle and Waitrose.