We are committed to providing our customers with the best possible experience. Part of this is striving to have a target call wait time of 100 seconds, so your enquiries can be addressed quickly and efficiently, leaving you to get on with your day.
Last year, customers were telling us that call wait times were too long. Since then, we have welcomed some new Customer Relationship Advisors into the team, increasing our call handling capacity by 20%. We have worked hard to train up our new colleagues, as well as upskill existing team members, to handle a wider variety of queries, politely and efficiently, resolving more queries first time.
We’ve also worked very hard to improve the way we manage our time, forecasting the numbers of calls we’re likely to receive each day, and ensuring we have enough colleagues ready to answer the phone during our busiest times.
In 2022, customers were waiting on average 519 seconds to get through to us.
Currently customers will wait around 112 seconds on average.
Our phone lines can become very busy throughout the week, however we recommend calling in our quieter times which are usually Wednesday and Thursday all day and afternoons between 2-4pm.
We are also able to handle your queries and requests through email info@karbonhomes.co.uk. We aim to respond within 24 hours Monday – Friday.
Alternatively you can check and pay your rent account, set up direct debits, report repairs and view your repair and service status through our portal MyKarbon.
We understand however, that we don’t always get things right. We’ve recently reviewed and made changes to our complaints process, to ensure we reach effective resolutions. On our website you can find the new information in a variety of formats including a video.
Our new approach is outlined on our website here: Complaints - Karbon Homes
If you feel our service has not been up to the standard we set out to achieve, you can start the process of us making it right, or pursue a complaint by contacting us directly:
Email: info@karbonhomes.co.uk
Phone: 0808 164 0111
As a customer you also have access to The Housing Ombudsman Service, who you can offer alternative support and guidance on your concerns.
The ombudsman investigates cases independently to reach an effective resolution.
You can find further information here: https://www.housing-ombudsman.org.uk/
We are committed to providing our customers with the best possible experience. Part of this is striving to have a target call wait time of 100 seconds, so your enquiries can be addressed quickly and efficiently, leaving you to get on with your day.
Last year, customers were telling us that call wait times were too long. Since then, we have welcomed some new Customer Relationship Advisors into the team, increasing our call handling capacity by 20%. We have worked hard to train up our new colleagues, as well as upskill existing team members, to handle a wider variety of queries, politely and efficiently, resolving more queries first time.
We’ve also worked very hard to improve the way we manage our time, forecasting the numbers of calls we’re likely to receive each day, and ensuring we have enough colleagues ready to answer the phone during our busiest times.
In 2022, customers were waiting on average 519 seconds to get through to us.
Currently customers will wait around 112 seconds on average.
Our phone lines can become very busy throughout the week, however we recommend calling in our quieter times which are usually Wednesday and Thursday all day and afternoons between 2-4pm.
We are also able to handle your queries and requests through email info@karbonhomes.co.uk. We aim to respond within 24 hours Monday – Friday.
Alternatively you can check and pay your rent account, set up direct debits, report repairs and view your repair and service status through our portal MyKarbon.
We understand however, that we don’t always get things right. We’ve recently reviewed and made changes to our complaints process, to ensure we reach effective resolutions. On our website you can find the new information in a variety of formats including a video.
Our new approach is outlined on our website here: Complaints - Karbon Homes
If you feel our service has not been up to the standard we set out to achieve, you can start the process of us making it right, or pursue a complaint by contacting us directly:
Email: info@karbonhomes.co.uk
Phone: 0808 164 0111
As a customer you also have access to The Housing Ombudsman Service, who you can offer alternative support and guidance on your concerns.
The ombudsman investigates cases independently to reach an effective resolution.
You can find further information here: https://www.housing-ombudsman.org.uk/
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