Fancy a chat? Use our Live Chat service for your enquiries
When you need to raise a repairs request or a general enquiry our phone lines are usually very busy but did you know that phoning us isn’t your only option?
We have recently launched our Live Chat feature on our website, meaning you can talk directly to one of our call centre advisors and log your enquiry directly with them - which has proven to be a big success since its introduction in June.
Our call centre receives around 10,000 calls a month and we’re always looking at ways in which we can communicate with our residents, whether that be by the traditional phone call, social media, our MyPCH portal or now by our website’s Live Chat feature.
Currently, the Live Chat portal receives as many as 50 enquiries per week. We always aim to respond within three minutes, which ensures residents know their enquiry has been logged.
Angie Edwards-Jones, Head of Customer Experience and Assurance at PCH said: “The Live Chat feature on our website has given our residents another option when they need to speak to us. We’re always available via the phone but Live Chat can be useful when you need to write information down or get answers quickly when it’s a busy period.
“We’re always looking at ways in which we can improve our residents experience when they need to talk to us and this is one of many things we’ve been looking to introduce.”
On Live Chat you will be chatting with one of our trained advisors who will be best placed to direct your enquiry through PCH. All members of our contact centre team are trained on Live Chat and work on a schedule to cover this service.
Contact Centre Advisor Sian, who regularly manages the Live Chat service said: “Live Chat is really accessible and easy to use for both our tenants and for the Contact Centre.”
She added: “It is a great way for us to directly connect with our tenants and because it is instant it give us the opportunity to quickly resolve any enquiries and provide further information where needed.”