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WHA appoints customer service advisors help tenants through cost-of-living crisis

Warrington Housing Association has appointed two new customer service advisors to support its tenants

Leanne Doherty and Robert Redmond have joined the customer service team at WHA head office in the Gateway, Warrington.

As the cost-of-living crisis begins to bite, WHA is expecting an increase in customers’ calls and the two new customer service advisors are a vital part of the team ready to respond to their needs.

Their busy role includes answering calls from customers regarding repairs, rent queries, payments arrears to help WHA customers maintain their tenancies successfully as well as admin support and organising contractors.

Young mum Leanne, from Westbrook, Warrington, who came to WHA from home safety support Alertacall.

Commenting on her new position, Leanne said: “No one day is the same, you speak to such a variety of people. Sometimes people just need a friendly voice on the end of the phone and need to chat after you have solved their problem as you may be the only person they get to speak to that day, which I have lots of experience in from my previous job. It so important to have that good relationship so if they need help, they always know they can come to you.”

Robert, who lives in Latchford with his wife and five children, has over 25 years in the customer service sector, including most recently 14 years with Scottish Power.

Robert added: “Coming out of lockdown, people were already finding it hard, especially people who were self-employed and unable to work but there are ways we can help with a sustainable plan to clear any arrears. We can signpost them to help available in certain areas. It is all about us finding a solution together which is best for everyone.”

WHA’s head of customer service Lorri Holding said: “We know everyone is going to be affected by rising energy prices and the sharp increase in the cost of living. Our customer service team are the front line in supporting tenants to find the help they need. Leanne and Robert’s extensive customer service experience will bring much valued skills to the role which will make life better for WHA customers at this difficult time.”

Issued 28/04/22