Customer Service Centre call registration error statistics

John Smith made this Freedom of Information request to CityWest Homes Limited

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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

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Dear Mr Smith,


Please see attached for your information.


Kind  regards,

Westminster City Council

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