15 October 2012
More than 16,000 customers have already benefited from the improved Customer Service facilities at the Housing Department’s reception on the Esplanade.
Statistics for August and September show that the team of four dedicated customer service staff handled more than 12,000 telephone calls and almost 4,000 customer visits. The Team handle a wide range of enquiries including maintenance requests, rent enquiries and payments, parking and other general landlord enquiries.
The Customer Service Team had previously been located at Cyril Le Marquand House but recently moved back to the Department’s offices at Jubilee Wharf.
Talking about that decision to relocate the Customer Service Team, Minister for Housing Deputy Andrew Green MBE said “Even before I became Minister I was concerned about the customer service function being provided remotely from the Department’s main offices. I have been determined to resolve that and to re-establish the customer at the very heart of the Department. Housing is a very people oriented business and having an appropriate base to service customers is vitally important. Officers also work out in the community with our customers, with residents groups and associations and we have a Tenants Forum which plays a key role in our customer engagement strategy.”
Engagement with customers will be increasingly important for the Department as the Minister brings forward proposals for its incorporation as a wholly States owned Housing Association. This will include proposals for customers to play a bigger part in the governance, management and delivery of social housing services, particularly since two members of the proposed new Housing Association board will be tenants.
The Customer Service Centre is on the ground floor of Jubilee Wharf, opposite the Tourism office. It's open from 9am to 5pm, Monday to Friday.
Housing customers can also visit the States of Jersey website to access the Departments’ online maintenance request system and for information about their tenancy and general housing services.