Customer Service Centre call registration error statistics

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Dear CityWest Homes Limited,

Please provide data detailing the number of repair calls raised via the CWH Customer Service Centre where a call reference number is provided to the tenant/leaseholder but where subsequently no contractor action is taken as the call was raised incorrectly by the CWH agent taking the call. If possible, please provide this information within the context of all calls raised, and by week or month going back one year, for example out of x number of repair calls raised in Feb 19, y were incorrectly administered by the agent resulting in no contractor action being taken.

Also, if available, I should like copies of any reports raised to senior management regarding error rates and action taken to reduce such instances.

Yours faithfully,

John Smith

Customer Services, CityWest Homes Limited

Thank you for your email to CityWest Homes, you’ll hear from one of our
customer services advisors in two working days.

        
If you have an emergency repair or your query is urgent you can call and
speak to one of our advisors on 0800 358 3783.

 

You can also register to manage your CityWest Homes account online, with
[1]MyCityWest our new online portal.

 

With [2]MyCityWest you can report repairs and anti-social behaviour, check
and pay your rent and service charge and much more.

 

Or you can visit our website to:

o [3]Apply for a parking space, shed or allotment
o [4]Find out about events in your local area
o [5]Read our latest news

 

 

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CityWest Homes is a trading name of CityWest Homes Ltd, a company limited
by guarantee and registered in England with company number 04383394.
 CityWest Homes Ltd is a wholly owned subsidiary of Westminster City
Council.  CityWest Homes is registered at: 21 Grosvenor Place, London,
SW1X 7EA.
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References

Visible links
1. https://www.cwh.org.uk/mycitywest
2. https://www.cwh.org.uk/mycitywest
3. https://www.cwh.org.uk/online-services/a...
4. https://www.cwh.org.uk/events
5. https://www.cwh.org.uk/news

Bellottie, Spomenka: WCC,

3 Attachments

Dear Mr Smith,

 

Please see attached for your information.

 

Kind  regards,

Westminster City Council

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