Following a review of the ways in which people contact us, we have redesigned our services and have launched a new and larger contact centre, which offers 27 more staff to a total of 42. With over 94% of all our enquiries received via email or phone, we aim to resolve the majority of them first time. More services will also be available online from the end of the year.
Reception services currently available at Westbourne Park estate office are due to be replaced by regular drop-in sessions at local community locations, plus home visits for vulnerable residents. They will be delivered by our on-the-ground team Housing Management Services, who will continue to use their local knowledge to resolve housing and estate management issues.
We have looked at local usage of your estate office and invited you to feedback on the proposals to ensure the new services best meet your requirements. Our proposals take into account the feedback we received at five resident events, which took place from 20 February to 4 April 2017 and were attended by 160 people.
The deadline to submit feedback was Friday 4 August. Your feedback will be used to finalise the new services, which will be in place in September, when the reception at your estate office will close. We will contact you before this time to let you know the details of your new services.
Find out more about our proposals at www.cwh.org.uk/transformation.