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Chat to us...

...with our new live chat feature

5 May 2021

We've introduced a live chat feature on our website, so you can contact our customer services team online Monday-Friday, between 9am and 4:45pm. You can escalate chats to a voice call or a video call to show us your repairs and get support instantly.

We want to make it as easy as possible for customers to get help so they can enjoy their home and get on with their day. With live chat we can triage the issue using instant messages, escalating to a voice call or a video call if required to give more targeted support and really get to the root of an issue.

Our first ever video call was a great success, with our team member Colin talking a customer through the process of re-pressurising their boiler – demonstrating that this is a much easier way for us to support our customers instantly, with no need to book an appointment or wait at home for an engineer to resolve an easy-to-fix issue.

There will always be problems that need a little more in-depth investigation, but live chat also provides us with an easier way to triage and book the most appropriate team member to come out and help. Our customer services team can also provide links and information to relevant sections of the website, signpost to external agencies and check on the status of repairs and other requests, giving customers an easy route to the information they need.

It’s easy to get in touch with us using our live chat feature – just visit our website and select the orange ‘need help?’ button in the bottom right hand corner of selected pages. We’re available to chat Monday-Friday, 9am until 4:45pm.

We’ll be continuing to enhance our digital services – so keep an eye on our digital hub for further updates.

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