Our Customer Services Units Still Answering Calls

Staff in an office answer calls and work at personal computers.
Some of the Housing Executive Customer Services staff in Ballymena

We have to provide services to our many tenants and customers during Covid-19, initially at a reduced capacity in the early stages of the pandemic.

However, one vital service that has remained fully operational throughout the current pandemic is our Customer Service Units.

Providing an important link to all available landlord services, our Customer Service Units (CSU) in Belfast, Ballymena, Craigavon, Derry~Londonderry, Newtownards and Craigavon respond to all callers seeking advice and assistance.

Our services are available to those who need it around the clock, from a burst pipe or no heating, to providing help for people who find themselves without a home.

Brendan Doherty, Customer Services Manager for our Ballymena team, explained:

“The extended Customer Services Unit in Ballymena is unique within the Housing Executive, as we operate flexible working patterns for staff to ensure services are operational 24 hours a day, 365 days a year.

“Before the lockdown restrictions, we handled around 12,000 telephone queries each month, with 96% of all calls responded to within 20 seconds. 

“Unlike our other Customer Service Units in Belfast, Craigavon, Derry~Londonderry and Newtownards, our Ballymena Unit handles calls for all areas across Northern Ireland after 5pm every day, such as homelessness queries and emergency repairs.

“In addition to this, the Ballymena CSU team handles all email enquiries from customers received via our website, with over 1,650 queries directed to the appropriate department across our organisation each month.

“Staffing levels reduced once lockdown restrictions came into effect, and we re-organised the office in line with government guidelines on social distancing.

“This was a huge challenge for us initially, as CSU staff have no access to our network of services from home, they must log into our systems in the office.  However, staff quickly adapted to the new working environment.

“The high number of calls during the day initially dropped significantly, although calls to our 24 hour repairs line have remained constant.

“Calls to the homelessness helpline also increased, and we are continually working with our staff and other agencies to ensure no-one is left without a roof over their heads during Covid-19.

“The staff have coped brilliantly in these difficult circumstances, and they are determined to respond to every call and leave no-one without help.

“They’re providing an excellent service, there’s always someone at the end of a phone for our customers, day or night – a crucial service in these uncertain times.”

If you need Housing Executive advice or assistance, please contact us on 03448 920900.

Our other lines are 03448 920901 for repairs, 03448 920902 for Housing Benefit queries, and 03448 920908 for Homeless assistance out of hours, or you can visit our website or social media channels for more details.

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