Recite Me

Welcome to edition 12 of At Home

Welcome to edition 12 of At Home

Hello, and welcome to your latest edition of At Home with Karbon.

I like to use this space in the magazine to update you on the most important issues we’re working on and right now it’s delays caused by Covid-19 and the aftermath of recent storms.

We’re experiencing very high call volumes at the moment, and we know some customers have been waiting for longer than usual to speak to us. Please be assured we're aware of this problem and we are working hard to reduce this time in a number of ways, including a new telephony system that will help us to be more efficient.

The MyKarbon portal is a great way to avoid waiting in call queues for things like booking a repair, checking your rent balance and paying rent. Turn to the back page to find out how easy it is to use.

We also know how important it is to learn from experience. So, we’ve taken the time to consider how we responded to Storm Arwen and Barra, and how we can improve our response in the future. We have lots of learning points that we’ll be looking at, including how we communicate with and receive messages from customers who don’t have any way of contacting us due to failures in phone lines, how to respond to a high volume of calls to prioritise emergencies and how to support our most vulnerable customers when outages occur.

We’re listening and adapting to your feedback to best prepare should another major incident occur. Take a look at page 12 for more on how we’ve used your feedback to improve our service.

Jo Ray

Executive Director of Customer Services

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6 April 2022

Community , Advice , Funding ,

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