The centre will open early in the New Year and act as the first point of contact for tenants and for anyone else who wants to call Clúid.

As part of the Clúid Strategy 2009-2012 the Association explored the options for improving customer service and achieving organisational efficiencies. We visited other housing providers in the UK to identify best practice in customer services and completed a detailed feasibility study. Following this the decision was taken by our Board of Directors to implement a contact centre; this marks a clear commitment by Clúid to focus on customers’ expectations and to provide first class services.

The contact centre will be based in Dublin but will take calls from tenants and callers from all over the country. Our regional offices in Cork, Dublin and Galway will only remain open as a base for staff.

Why are we opening a contact centre?

• We want to make it easier for tenants to get their repairs and queries responded to quickly.
• We want all tenants across the country to receive a consistently good service.
• We want to be better able to monitor our customer service – and improve it.
• We want to have the right set-up, so that we can grow and provide more housing services to people who need a home.

What does the contact centre mean for tenants?

• Tenants will call the contact centre anytime they need to contact Clúid.
• All post and email will also go to the contact centre.
• The contact centre will book repairs, answer questions about rent and handle all sorts of other queries about tenancies or estate.
• The contact centre staff will aim to resolve the majority of calls at first point of contact.
• If the contact centre cannot address a tenant’s query, the call will be passed to the Housing Officer. The Housing Officer will then follow up as soon as possible.

Will there still be a Housing Officer for the estate?

• Yes, each estate will still have a Housing Officer.
• The Housing Officer will continue to make regular estate visits.
• The contact centre will help the Housing Officer by booking repairs and handling general queries.
• Where there is a Scheme Manager or Warden, he/she will remain working on the scheme and support tenants.

What are the opening hours?

• The contact centre will be open from 9am to 5pm each day and will remain open during lunch.
• After 5pm and at weekends/bank holidays tenants’ with an emergency will still call the contact centre number but the call will be transferred to a separate out-of-hours service.

What does the contact centre mean for local authorities and partner agencies?

• Your contact in Clúid will remain the same e.g. Clúid Regional Director, Housing Officer, Development Manager, except you can also contact them at the contact centre as well as by email or mobile.

Summary
 

The contact centre will open early in 2012 following a short testing period. Clúid tenants and residents will receive a detailed leaflet before the contact centre is officially launched and further details will appear here on the Clúid website.

This is a very exciting venture Clúid and we hope all our residents, partner agencies and business partners join us in supporting the Clúid Contact Centre.