Over the past year, our Customer Experience team have answered an incredible 31749 phone calls. From reporting repairs and financial queries to everyday questions, each call has been an opportunity to provide clear answers and support to our customers, helping to achieve our mission of helping people make a home.

In the past couple of months, our CEO, Matthew Walker, Director of Assets and Development, Mark Donnachie, and Director of Finance & IT, Jason Ridley have been spending time with the Customer Experience team to listen to calls from our customers and learn directly what matters most to them.

These sessions have given the team valuable insight into recurring themes, challenges, and opportunities to keep improving the services we deliver.

We caught up with Mark, Matthew and Jason to hear about their experiences.

How did you find the experience?

Matthew: I was shadowing Henna, who was brilliant! She was proficient at multitasking. She handled several issues at once: talking to customers, typing notes, putting people on hold, and liaising with our contractors Equans to get jobs sorted.

Mark: I shadowed Henna, too, and I was struck by the sheer amount of multitasking she was doing. I used to work on the phones years ago, and it’s very different now!

Jason: I was with Catherine, and what stood out was the variety of calls – every one was different. She was so quick at pulling up customer details and often seemed one step ahead. Even if she couldn’t resolve the call herself, she passed it on to the right person.

How did you find working with the team?

Matthew: I really enjoyed it. Normally, when I walk past the team in the office, I don’t get much chance to interact because they’re busy on the phones. But sitting alongside them gave me the chance to feel part of the team and get to know them better.

It’s one thing to meet colleagues at an event or in passing; it’s another to see them in action, doing their jobs. That was really valuable.

Jason: I found the team atmosphere really positive. On a couple of calls, colleagues checked in with each other and collaborated on the spot. It showed how capable and supportive the team is and how they work together to solve enquiries.

What were the best bits?

Matthew: For me, two things stood out. First, the skill and professionalism required to do this job well – I have a newfound appreciation for that. And second, the way Henna engaged with customers: empathetic, caring, and honest. If something could be done, she said so. If we couldn’t do something, she would say we can’t.

I felt proud to work for an organisation where our colleagues interact with customers in such a genuine way.

Were there any challenges or learning points?

Matthew: The internet went down at one point, which meant some people couldn’t take calls. It was a reminder of how reliant we are on technology and how important it is to have contingency plans. Thankfully, it got fixed quickly.

If our phone lines are down, we put the phones through to our out of office team who take emergency repair call for us. This means that customers can still call us to report anything that needs fixing straight away.

Mark: In 2023 we merged our repairs and customer service advisor teams to create one Contact Centre for customer calls and emails. For me, one of the biggest benefits of having the Contact Centre in one team is the consistency in logging notes. It’s invaluable when dealing with queries and resolving complaints or disrepair cases. It might take a little longer, but it saves time and confusion in the long run.

Jason: I completely agree. Notes are absolutely essential. They make it easier for colleagues to pick things up, and they ensure customers get a smoother experience!

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If you need to contact us about a repair, appointment, or even a general enquiry you can call us on 0113 386 1000 or email us at hello@leedsfed.com.