From Thursday 1st December the Homeforce team at our Customer Contact Centre will answer phone calls from customers from 8am – 5pm, Monday to Friday (excluding public holidays).
Analysis has shown little demand for reporting repairs between 5pm and 6pm on weekdays, and we hope this change to our service gives our customers a better experience by increasing the number of staff available to take your call at key times.
At the same time, BCHG have a new company handling our out of hours repairs calls - Orbis. They will handle calls during the evening after normal working hours, weekends and bank holidays.
Our repair phone number remains the same and you can reach us 24/7, 365 days a year by phoning 0300 555 0302.
Why are we doing this?
- Most people phone us between 8am and 5pm. However, our Homeforce Team work until 6pm, a period we know we get fewer calls. We’ll have more call handlers answering repair enquiries at our busiest times from now on.
- We'll aim to fix more of your issues first time by reducing our core handling hours to when our frontline colleagues are available.
We believe that these changes will enable calls to be answered and issues resolved quicker, hopefully improving your experience.
You can also continue to report repairs to us 24/7 through our Customer Portal