You said… We did – Response times

Poor communications and not getting back to customers in a timely fashion.
We are reviewing our customer relationship management (CRM) system to give our customer-facing staff a single view of all customer interactions. This will enable us to handle enquiries in a more efficient way, all visible in one system.

Our new approach will improve the way we deal with enquires and will help resolve issues at first point of contact. Since we launched our new contact centre, we have managed to resolve a high volume of issues at first point of contact and this has helped us to deliver an improved customer experience.



Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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