Customers have told us how frustrating it is to wait on hold, and we’ve been working to improve our call response times. Thanks to a restructure and an increase in our Customer Service team, we’re now answering calls faster.
What’s changed?
Over the past year, we’ve more than doubled the size of our Customer Service team and invested in more training. Every new team member has what they need to provide our customers with the best possible service, from day one.
A year ago, you might have had to wait over 10 minutes to speak to someone. Now, the average wait time is just two minutes – and in many cases, calls are being answered in under a minute.
Call wait time (January 2024) 11:41
Call wait time (January 2025) 02:01
And because we’re answering calls more quickly and responding to emails within three days, you no longer have to keep calling back to chase updates.
We’ve received some positive comments from customers who say they’re really noticing a difference…
“I called this morning, and my query was answered immediately! The whole call lasted less than five minutes, and the advisor was amazing! So friendly and helpful. Best experience I’ve had calling mhs homes!”
“I just wanted to say how lovely and helpful you were. Nothing was too much trouble, and you went above and beyond to get my issue resolved.”
We’re proud of how far we’ve come but we know there’s still work to do to give our customers the best possible service every time. Watch this space for more updates…