Ongo welcomes a new Customer Resolution team

Ongo has introduced a brand new team to handle complaints in their organisation, and along with other huge improvements, they’ve already slashed average days to resolve cases by almost 30%.

The team was set up in February this year to handle complaints and issues from all areas of the organisation, reduce waiting times and provide the best service possible.

Now when a complaint is received, customers have a single point of contact to ensure consistency. This is already seeing fantastic results and is making a really positive impact to tenants and customers.

Helen Hodgkinson, Customer Service Team Leader said: “It’s amazing to have this team in place with a dedicated focus around complaints and issues our customers may have.

“It’s a real positive already to see the great work they are doing in improving customer experience by being that one point of contact during complaint handling and the future learning that is being implemented.”

As well as dealing with complaints, the team will be working hard to analyse any areas where improvements are needed, and make recommendations to improve services by looking at trends on issues raised.

As part of their promise, Ongo is dedicated to improving services and listening to customers. This is just one example of that and they are confident we’ll see lots more positives in the coming months.

To find out more about changes and improvements at Ongo, take a look round the website (ongo.co.uk) or follow them on social media.