Phoenix Community Housing Annual Report 2010-2011
Tenant Involvement and Empowerment
How to get in touch and Customer Services
You can get in touch with Phoenix in a variety of ways. Please check the back cover for the full contact list.
Phoenix moved from four community based offices to one office at Wren Court in May 2010.
The most popular way for residents to contact us is by telephone. We aim to deal with queries in one go, which we call ‘done in one’. From January to March 2011, Customer Services dealt with 71% of all calls answered.
In July 2010 we acquired the Green Man site which we will develop into a new head office and community resource in the heart of the Phoenix area (see the picture below). We hope to get planning permission later this year and be open for business in mid 2013.
Services deals with “ Customer everyone, all the teams and residents.
new Headquarters will provide both “ Our work space and a variety of community
I didn’t know what to expect at first, but am really enjoying it now!
facilities and promises to be a highly sustainable development.
(Toni Clancy-Collins, a trainee who progressed to be a permanent Customer Services Advisor)
(Steve Connor, Head of Sustainability)
”
Mystery shopping by residents Mystery shoppers revealed that, in some cases, Customer Services Advisors dealt with enquiries related to complaints, repairs, resident involvement and tenancy first time. Shoppers also identified areas where further training may be needed.
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