Accent Group has today launched its new national repairs contact centre – From today, residents reporting repairs from across the organisation are now being directed to the dedicated repairs team based at Accent’s Burnley office.
Staff will now handle in excess of 110,000 telephone calls over the course of the next year and respond to over 30,000 emails. The contact centre will be open for longer hours; Monday to Friday until 8pm, and between 8am and 12pm on Saturday.
Not only does this mean Accent residents are fully supported, but they have more time to access staff and services.
This change comes as part of Accent’s recent organisational restructure. It will enable the association to measure its performance more effectively and drive efficiencies for the association and its partner contractors to provide value for money.
The change will also enables the association to provide robust and targeted staff training and development to further improve customer experience and quality.