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When the world changed so did we...so, we could continue to meet our customers’ needs and expectations

Published 5 October 2021

Like many organisations, the pandemic impacted how we delivered our services, and WDH had to adapt quickly to the changing situation, including our OneCALL customer service team who are often the first port of call for many of our tenants.  

During some lockdowns, when face to face contact was affected, our Hubs and Service Access Points were closed in line with government guidance. Our OneCALL employees worked from home, successfully handling the increased number of calls and digital contacts we received.

From April 2020 to March 2021, OneCALL handled over 300,000 calls, that’s an average of 822 calls a day for the year. Despite the challenges the pandemic has posed, our customer satisfaction score for OneCALL has remained high at 92%, against an annual target of 90%.

As we all learn to adapt and live with COVID-19, WDH has introduced hybrid working for its employees, which we’ve called WorkSmart.  WorkSmart means that colleagues, if their roles and responsibilities enable them, have more flexibility to choose the most effective working locations and the most effective working times that meet our customer needs.  This means that our OneCALL advisors are still based within our contact centre and WDH Hubs but are able to regularly work from home, providing a seamless service from whichever location they are based.  

Both before and during the pandemic, we have seen more customers choosing to access our services in ways that better suit their needs, such as by the phone or online.  However, we know that there are some things our customers may prefer or need to deal with face to face.  Our Wakefield and Pontefract Hubs are open from 9 am to 4.30 pm on Mondays, Tuesdays, Wednesdays and Fridays and from 10 am to 4.30 pm on Thursdays.  They are also open on Saturday mornings from 9 am to 12 pm.

OneCALL advisors are available to take calls 24 hours a day, every day of the year.  Our busiest times are still weekday mornings, and we plan ahead for each week to make sure we have enough advisors available at these times.  That said, if your call isn’t urgent, we would recommend customers call us from mid-afternoon onwards.

The world has changed, and our customers’ expectations have naturally changed with it.  Increasing call volumes and more customers preferring to use our online services means we are investing more heavily in these areas, to ensure we can meet the demand.

We are continuously working on improving our services, and welcome feedback which help us to improve them, to deliver a customer experience that continues to meet customer needs and expectations now, and in the future.

We will be sharing more details of service improvements that we are making over the coming months, to continue to give you the best customer experience possible.

Rachel Willoughby

Customer Experience Manager

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