Recording your calls

Published: 24 November 2009

From the beginning of November 2009, when you call our Customer Services team, your call may be recorded.

There are four reasons we are doing this:

1) To improve our service. If we can listen to calls again, we can find out where we are making mistakes and learn how to improve.

2) To protect our residents and our staff. If people know they are being recorded, they are less likely to be abusive on the phone.

3) To use as evidence when you make a complaint. We can play back cals and find out what promises have been made.

4) To use when training new staff. We can use the recordings to show 'best practice' when answering the phone.

If you have any comments, please contact Jean Thomas or Cat Cox (Customer Service Managers) on 020 8709 4300 or email enquiries@gatewayhousing.org.uk.

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