Importance: MediumView other "Caring for our Customers, Assets and Neighbourhoods" indicators
31st Dec 2023
The demand pressures on asset management are continuing to impact Connect, where the repairs side of the service (in contrast to Connect’s housing management team) has not met response targets. We note that a large proportion of callers who abandon calls do so rapidly - probably once they have been given their queue position. We trialled providing callers with an estimated wait time (rather than queue position) but that increased abandoned calls. We believe it is important to share queue position information with callers even though it may increase abandonments. We continue to recruit to vacancies and work closely with individual advisors on their productivity.
The demand pressures on asset management are continuing to impact Connect, where the repairs side of the service (in contrast to Connect’s housing management team) has not met response targets. We note that a large proportion of callers who abandon calls do so rapidly - probably once they have been given their queue position. We trialled providing callers with an estimated wait time (rather than queue position) but that increased abandoned calls. We believe it is important to share queue position information with callers even though it may increase abandonments. We continue to recruit to vacancies and work closely with individual advisors on their productivity.
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