We’ve recently implemented a new IT system called OPENHousing which means that all of our customers’ information is now held in one place. It’ll enable us to respond to customers more quickly and accurately, access their information to be able to support them whether our staff are in the office or visiting customers in their homes, and enable our customers to have better online interaction with us.
During the time we were implementing the system, we were only able to answer emergency repairs. And we did our best to provide advance warning of this service disruption to customers. However, this created a backlog in customer enquiries, and we’re aware that some customers had to wait unacceptable amounts of time for a response to their queries.
Our teams worked overtime to catch up and resolve all outstanding queries and we hope that customers will now start to see the benefits of our investment in the new system.