I’m Danielle, your new Head of Customer Experience here at Calico Homes.
My mission is simple: to make sure your needs are not just heard but met with action. In a nutshell, I’m here to make your interactions with us as smooth as possible. Whether you have a problem, a concern, or a suggestion, I want you to make sure you can contact us easily and have any issues addressed as quickly as we can.
My role involves overseeing our contact centre, where our front line team members are ready to assist you. I’m committed to giving them the support they need to provide excellent service every time you reach out.
We know there have been longer wait times on the phone recently, with delays in our responses to emails and portal messages. We’re working hard to improve this, firstly by hiring some new customer service advisors to help, and by reviewing our customer service offer to make sure it meets your needs.
Now, let’s talk about complaints
We know things don’t always go perfectly, and when they don’t, I’m here to help. I’m Calico Homes Complaints Officer and that means that I ensure that your concerns are addressed fairly and promptly, following the guidelines set by the Ombudsman’s Complaints Handling Code. I’ll be working with all our departments to support them to exceed your expectations.
But let’s not stop there. I’m also focused on preventing issues before they arise. How? By fostering engagement and involvement with you. That means working closely with our Community Involvement Team, our Customer Experience Network, and our Customer Complaints Scrutiny Group to make sure your voices are heard loud and clear.
We want to create opportunities for you to engage with us, share your ideas, and help us shape our services in ways that truly meet your needs and expectations. So, think of me as your advocate. I’m here to listen, support and improve your experience with us.
I’m really excited to get started!
If you’d like to get in touch with Danielle, feel free to drop her an email on: dedwards-cooke@calico.org.uk