From Thursday 1 May 2025, our phone lines will close for the morning on the first Thursday of every month.
Our Customer Services Team work really hard to be able to answer your questions the first time you call us. You've told us this doesn't always happen and our colleagues are saying the same.
We need to do something about this, so on the first Thursday of each month we'll be closing the phone lines for a few hours. During this time we will be training the team on key skills they may be missing, and giving updates on what's happening across the business so they're better equipped to answer your question right first time.
Some of the things we'll be training the team on are:
- where changes happen across the business so they're up to date
- refresher training on the software they use
- making sure they're friendly and easy to speak with during the call
- important health and safety training and other compliance training
- team building
We hope that by carrying out this training each month you will notice a change in the quality of the calls you have with us, and our teams' ability to answer your questions.
What if it's an emergency?
Our emergency telephone lines, as well as our lifeline services, will not be closed during this time, so if you need to contact us in an emergency you will still be able to call us as normal.
0300 123 2221
An emergency is anything that immediately affects your health, safety or security and would endanger life or, if not repaired, will cause damage to the building.
