National Customer Service Week (NCSW) - Tech Powered, Human Enhanced?
This week is National Customer Service Week.
Providing excellent customer service is a priority for us all year round, but this yearly event gives us a chance to shine a spotlight on our brilliant customer-facing teams, reflect on our progress and look at what we can do next to make our customers’ experience with North Star even better.
Today’s theme is ‘Tech Powered, Human Enhanced?’, which sums up exactly how we approach technology at North Star. We use technology to make things quicker and easier, not to replace anyone, and we’ll always make sure there’s still a person there when you need one.
That thinking was behind the launch of North Star Online, which we developed with customers to make managing your tenancy simpler and give you access to more services at your fingertips.
North Star Online has now been live for almost a year and, in that time, customers have logged more than 1,200 repairs through the app. That’s more than 1,200 repairs that could be reported without needing to make a phone call, saving customers time and freeing up our Customer Services Team to support people who need to speak to someone.
Reporting repairs is just one of the things you can do through North Star Online. You can also:
• view your rent balance and access Allpay to make a payment
• request alterations or improvements to your home
• make a complaint or log anti-social behaviour
• tell us about a disability or vulnerability, helping us tailor our services to your needs
• access a range of other services and information about your tenancy
With your help, we want North Star Online to keep getting better. We’re looking at how we can make things such as tracking your repairs journey clearer, as well as giving you access to even more features in the future.
Help shape our services
Your feedback plays an important part in how we develop North Star Online and our wider services. If you’d like to have your say and help shape the services you receive, sign up to Your Voice: Help Improve North Star Services - North Star Housing Group
