Our Customer Hub is the first point of contact for tenants. From advising on and arranging repairs, to working out payment plans, our Hub Advisers are always on hand to help each individual tenant and connect them to the services and support they need.
Since the coronavirus crisis began in the UK in March, our Hub Advisers have been working harder than ever to respond to tenant enquiries and maintain communication between Southway and the community. Overnight, the Hub was moved from the office into advisors' homes, and we're proud of the way the team quickly adapted to this new way of working and technology whilst balancing new commitments at home.
Many advisors have worked closely with our Community Support Task Force, contacting vulnerable tenants who may be isolated or at high risk to ensure their wellbeing and provide a friendly ear.
This hard work has not gone unnoticed, with many tenants getting in touch to share their appreciation for the consistency and reassurance our Hub Advisers have offered during these challenging times. One particular tenant, Claire*, got in touch to explain how our Hub Advisers have helped her through an especially challenging time:
I've suffered from Depression since my teens, but worked and coped with it as best I could…over the last few weeks I've gotten much worse and my medication has been changed, it's been the worst time ever! However, your staff have been absolutely brilliant and handled all my calls with professionalism, kindness and patience. They have really listened, which must have been difficult at times as I've gotten so upset, cried and gone off on tangents. Every Hub staff member I have spoken to has understood me and has helped me immensely.
Claire, Southway Tenant
We are very proud of Customer Hub, whose work is integral to ensuring Southway tenants are listened to and supported. As this feedback highlights, our Hub Advisers are much more than a voice over the phone and we are very grateful for their fantastic work in the wake of the coronavirus pandemic.
I've no idea where you find these great people but all of them I've spoken to over the years have been fantastic and are an asset to Southway. You all are amazing.
Claire, Southway Tenant
Here for you
We understand that the uncertainty around the coronavirus pandemic is unsettling and want you to know that we are here to help. If you are worried about your finances, accessing supplies, the effects of self-isolation or anything else, please do not hesitate to contact us.
We have a number of services available to provide you with the support you need, including our Advice Team, our COVID-19 Community Task Force and our Quids in Food Clubs. Contact us here to tell us how we can help.
*Name changed