Our main priority is providing you, our customers with the best possible experience.
Last financial year (1 April 2022 to 31 March 2023), our call answering times did not meet this standard, due to an increase in call volumes and our customer relationship team experiencing reduced numbers.
As a result, we’ve put multiple measures in place to bring our call answering times back to a target of 100 seconds.
We’ve recruited more colleagues into our customer relationship team, who are on hand to take your calls, and we're continually training and upskilling advisors to deliver a well-rounded service. This means more customers will get their queries resolved first time, by one person.
Some days our phone lines are busier than others – including Mondays, the days following Bank Holidays and before 11am. Our quieter times are later in the week and after lunchtime.
As well as our phone lines we do have other ways you can contact us including through your MyKarbon account and via email on info@karbonhomes.co.uk. We aim to respond to your queries within 24 hours.
We will continue to keep making changes until we get our process right, and in the meantime thank you for your patience.
Our main priority is providing you, our customers with the best possible experience.
Last financial year (1 April 2022 to 31 March 2023), our call answering times did not meet this standard, due to an increase in call volumes and our customer relationship team experiencing reduced numbers.
As a result, we’ve put multiple measures in place to bring our call answering times back to a target of 100 seconds.
We’ve recruited more colleagues into our customer relationship team, who are on hand to take your calls, and we're continually training and upskilling advisors to deliver a well-rounded service. This means more customers will get their queries resolved first time, by one person.
Some days our phone lines are busier than others – including Mondays, the days following Bank Holidays and before 11am. Our quieter times are later in the week and after lunchtime.
As well as our phone lines we do have other ways you can contact us including through your MyKarbon account and via email on info@karbonhomes.co.uk. We aim to respond to your queries within 24 hours.
We will continue to keep making changes until we get our process right, and in the meantime thank you for your patience.
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