Toynbee Berkshire will be joining the Customer Contact Centre (CCC) on 6 July. From this date, Toynbee Berkshire residents will need to call 0300 123 9966 for all general enquiries. Alternatively we can be contacted as normal via our website: www.onehousinggroup.co.uk.
At first, this change will make little difference to the way enquiries are dealt with. The Customer Contact Centre will put calls through to the appropriate staff member in Berkshire in the same way that the Berkshire reception staff do at the moment.
As the role of the CCC grows, it will offer a ‘one stop’ telephone service with around 70% of enquiries being answered in one call without putting callers through to another member of staff. This will help residents to get the answers they are looking for more quickly and easily. As well as improving the service we provide to residents, the CCC also releases local staff to deal with more complex issues face-to-face out in the community.
The Repairs Hotline for Toynbee Berkshire residents is not changing and residents should continue call 0800 587 9941 to report any repairs and maintenance issues.
We are committed to continuing to provide a local service and the Toynbee Berkshire local housing office will remain open as usual. Residents should continue to visit the local housing office to:
• Pay their rent
• Report Anti Social Behaviour
• Meet their Housing, Income or Allocations Officer
• Discuss their rent account or tenancy
• Access information about local services, Resident Involvement opportunities and training courses
• Submit a complaint or compliment
Please note that direct dial numbers of Housing Officers and other staff at the Berkshire office will also be changing from 6 July. All residents affected should have ben sent a list of the new contact numbers, however if you have not received one please contact your Housing Officer.
If you are a Toynbee Berkshire resident and would like more information about the new CCC and how it will affect the services we provide to you please contact your Housing Officer.