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Your customer services team is changing

11/07/2013

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A Customer Care Charter is being developed to help us improve our service delivery.

Following a recent restructure, the customer services team has formed part of a wider central operations team.  This new approach supports a better service to our customers and promotes a more effective way of working across each area within the team.

Customer Care Charter

Over the last 12 months we have concentrated on improving services across the organisation.  At the recent staff day we focussed on the quality of our customer care, one of the outcomes is to develop a Customer Care Charter to support with service delivery.

Improvements so far

0845 604 0046
We have installed a new and improved telephone system at our head office in Manchester.  By offering callers two options an enquiry can be dealt with more efficiently. All calls are monitored on a display screen which provides us with live information.

Your calls count
Occasionally our customer advisors are on the other lines so we have provided an answerphone service.  Messages are regularly checked and we aim to call you back within 2 hours during office hours (Monday – Friday, 9am until 5pm).

Fact: We receive over 400 calls a week through our helpline 0845 604 0046, 98% are answered within 7 seconds.

Keeping you up to date
We will keep you up to date on the difference our telephone system has made to the service we offer to our customers.

Help us to develop our Customer Care Charter

We would like our customers to help us to develop our Customer Care Charter.  If you have a suggestion, please email it to enquiries@glh.org.uk by Wednesday 31 July 2013.

Your suggestions will be taken forward for consideration at the next stage in August.  The Customer Care Charter will be available later on this year. We look forward to hearing from you!