Update: Upcoming Improvements to Service

Following on from our previous update in October, we wanted to provide you with a further update on the progress we have made.

What have we done so far?

• We have grown our workforce to a headcount of over 20 team members, who are now fully trained and dedicated to providing you with the support you need.

• We have introduced a phone line, something which we received a lot of feedback around. We are delighted that you are now able to speak to us directly by calling us on 0333 014 8461 during our operating hours, which are Monday to Friday, 9am to 5pm.

• We have updated our internal systems to provide you with what we hope is a better user experience. This is to be further enhanced again in the new year.

• Improvements are underway on our billing system, which will provide you with a better understanding and visibility of your consumption.

• Plans are in place to improve our resident portal, giving you everything you need to know at your fingertips, allowing you to self-serve more easily.

• Our Customer Service Team Lead, Dave, has recorded some useful ‘how-to’ guides relating to your online account and bill breakdown.

Keeping you in the loop

A lot of positive changes have already been made, and there’s more on the way in 2023. We’ll keep you posted as and when these improvements are coming in. To find out more about what we are doing, click below to hear from Nick and Jenny on what you can expect from Community Utilities over the coming months.