Oaklee Housing / Oaklee Services Centre
About the Oaklee Services Centre
The Oaklee Services Centre is a vital central contact point for its tenants and customers. Since its launch in September 2005 it has developed its range of services significantly to meet the changing needs of its customer base.
The customer services standards are very high and ranked in line with similar leading Housing Associations in Great Britain. We are the only Housing Association both north and south of the border that can provide a "one stop shop" for tenant's enquiries in this way, making access to services easy and very responsive.
Almost 90% of calls, whether tenant or property related are answered within the Services Centre compared to 66% in 2005 and are resolved fully at first point of contact. Not only has the Services Centre provided more consistent and accessible services for tenants but it has allowed Oaklee to restructure other departments to provide specialist teams to deliver customer focused areas such as housing allocations, estate management and rent collection.
A most recent innovation to support Frontline staff in delivering Tenant services was to introduce PDA mobile working technology so that housing and maintenance staff can access information communicated from the Services Centre whilst they are out on the ground.
Our investment in leading edge technology continues to help us develop our range of services for our tenants and also ensure we maintain the very highest standards in the housing association movement.
