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Improving Our Phone Service – Minor Disruption 17–18 September

We’re upgrading to a new, improved phone system on 29th September, designed to help us answer your calls faster and provide a better service. 

To prepare for this upgrade, staff training will take place on 17–18 September. During these two days: 

  • Calls will still be answered by BR24, our out-of-hours contact centre partner
  • There may be slightly longer wait times than usual
  • All urgent issues will continue to be dealt with as a priority

The new system will make it easier for you to reach us, with benefits such as: 

  • Faster responses 
  • Video call options to help explain issues in your home 
  • Improved follow-ups and quicker resolutions 

Thank you for your patience as we make this change – we are committed to delivering the best possible service every time you contact us. During this time, you can still contact us via: 

Thank you for your patience as we introduce this new system – it’s a big step forward in making sure you receive the best possible service when you need us.