This National Customer Service Week we’re shining a light on our frontline colleagues who go the extra mile to help our customers.
Last year, our Cash Wise team helped over 12,000 people to get on top of their finances, making a huge difference to so many lives. They helped our tenants access £3.5 million in additional funding through benefits, grants and other support.
Our OneCALL team answered nearly 180,000 calls from you last year. The team works hard 24 hours a day, seven days a week to help with your queries.
Hear from Cash Wise Support Officer, Amanda, and OneCALL Manager, Sharon, about what service with respect means to our teams.
Amanda
“We’re here to offer the support people need, which can be anything from help filling in benefit forms to accessing food banks or grant funding. We help vulnerable people in difficult circumstances, from young families to those on their own.
“When we can help to change someone’s life around, it’s an incredible feeling. I have recently supported a customer who was trying to live on £280 a month. I supported her to access additional benefits and support, and it completely transformed the way she was living. It’s those moments that really make what we do feel worthwhile.
“Everything we do is based on respect. Respecting people’s homes, their circumstances and their need for help and support.
“We don’t judge, we just try to do our best for each and every person that calls. I’m proud to say that.”
Sharon
“We’re often contacted when our customers are facing significant problems or are under stress.
“We come into those conversations asking for mutual respect which is key to us getting things sorted for all our customers. It is a two-way street; we are sympathetic and empathetic and look for a way to put things right if they have gone wrong.
“As a 24-hour service, seven days a week, we are often the first port of call for issues that go beyond WDH. We always try to find a solution for our customers and we’re proud of our record of success.”