Customer Hub go from strength to strength handling enquiries

Midland Heart 12 Days Of Christmas 3

Our Customer Hub handled 290,983 calls in 2018. dealing with a variety of enquires from customers.

It was two years ago that we set up our Customer Hub to streamline the way we deal with customer queries. From anti-social behaviour to safeguarding and from tenancy issues to fly tipping, the team are the first point of contact for a wide range of queries.

Our Customer Hub has worked hard to deliver improvements for our customers. They have found new and better ways of working, increased their focus on digital and worked collaboratively to resolve issues quickly and satisfactorily.

We can already see the benefit of this work – we resolve 93% of queries at the first point of contact and customer satisfaction is at 85%. But we know there is always more we can do.

In 2017 we revised our opening hours allowing more staff to be available to support at peak times, helping us respond more quickly and resolve more queries at the first contact.


27th December 2018 | 2018 | 12 Days of Christmas