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New customer services team for dealing with your queries and repairs

Published: 22 April 2024

From Monday 22 April, we are launching a new customer services team so that the majority of your enquiries can be dealt with in one contact, reducing the need to transfer your calls between SLH and Avela Home Service (AHS).

This means that most queries, whether that’s by phone, email, direct message, mySLH or webchat, will be dealt with the newly created team.

What changes will customers see?

Customer feedback tells us that when you get in touch to book a repair, you often want to chat about other issues too. Previously this has involved speaking to a member of AHS about the repair and then being transferred back to a member of SLH to deal with another issue. We get that this can be frustrating.

To resolve this, the customer service element of the two teams has now come together, whose focus will be to deal with as many enquiries as possible at first point of contact. The new team will be multi-skilled and all members will receive appropriate training, ensuring a high-quality service to tenants.

The team will operate from 8am-5pm Monday to Friday. However, for the first few weeks, they will be unable to take calls or respond to digital queries on a Wednesday afternoon while they undertake the necessary training. Our out of hours provider will respond to all emergency repairs on Wednesday afternoons up until 15 May.

We hope the transition will be as seamless as possible, however, there may be some short-term disruption to services whilst we embed new processes, systems and working practices.

Getting in touch with us during this transition period

The best way to get in touch with us is through our digital channels.

You can report a repair through our customer portal, mySLH . Over 300 tenants report a repair this way each month, which guides you through the type of repair you are reporting as well as giving us a better understanding of the repair you need in your home. You can also use mySLH to send us a message, pay your rent online, view your rent account and view your repairs history. If you have any questions about your mySLH account please contact myslh@southliverpoolhomes.co.uk

If you have not signed up for mySLH, you can sign up here

Click here other ways to contact us digitally, including email, webchat and direct message.

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