YOU SAID, WE DID – HOW WE’VE CUT CALL WAITING TIMES AND MORE TO ENHANCE YOUR EXPERIENCE
YOU'RE now receiving quicker responses to your calls after we slashed call waiting times thanks to feedback we received from you.
We’ve also ensured more of you get the right support when things go wrong, and we’re completing more repairs right first time too.
It shows how we use the feedback you provide in surveys, complaints and compliments to understand how we can improve services so they’re easier, smarter and better – and we know our Customer Experience Team is a vital service for you.
Last year alone, the team handled more than 109,593 contacts from customers.
Faster reponses...
You said: Customers want to get through quickly when they need help with repairs, payments, advice or urgent concerns.
We did: We’ve reduced your average call queuing time by more than 50% - meaning you now just wait an average of 3 minutes 3 seconds before an advisor gets to your call – instead of the previous 7-minute wait time.
How: We achieved this by focusing on queue management and providing extra training/coaching for advisors.
Better communication...
You said: Customers want to know what’s happening, what happens next and who is helping when an enquiry needs follow-up.
We did: We reduced the need for customers to chase by improving first contact resolution to 65%, up from 47% in 2024/25.
How: We improved how we’re sharing information with colleagues and contractors, and assigned a dedicated Customer Feedback Lead - ensuring you receive the right support when things go wrong.
Easier repairs reporting...
You said: Customers asked for simpler ways to report repairs online, at a time that suits them, with better visibility of progress.
We did: We’ve improved your My Muir online customer portal so you can report routine repairs online.
How: We’ve launched a new repairs system which make lots of things easier, smarter and better – learn more here: You said, we're doing - video tells how we're making more improvements to your repairs service | Our Latest News | Muir Group Housing Association
More choice...
You said: Customers want choice about when and how they contact us, including digital routes as well as telephone support.
We did: We’re providing you with more ways to contact us than ever before!
How: We’ve increased digital options through your My Muir online customer portal, WhatsApp and two-way SMS (text messaging). It enables us to answer more of your phone calls too. We’ll continue to explore new opportunities.
More tailored contact...
You said: Customers with complex situations need support that’s joined up, tailored and clear, especially where more than one team is involved.
We did: We’ve improved training, coaching and quality assurance checks.
How: We’re reviewing our operating model to help improve complex case handling.
“Our Customer Experience Team (CET) is at the heart of how we support you.” Liam Radford, Assistant Director of Customers said.
“Whether you’re reporting a repair, asking about your rent, raising a concern or simply looking for advice, CET is often the first team you speak with.
“Their role is to support every customer to have a positive, informed and consistent experience — no matter how big or small your needs are.
“We’re pleased to be making changes that enhance your customer experience customer experience.”