Customer Hub – Long Hold Times | Hot Topics

Customer Hub – Long Hold Times

Currently we are not able to respond to telephone enquires as quickly as we would like to, this means our wait times are increasing and you may be on hold for a period of time.

In recent months, we have been working with a reduced number of colleagues in the Customer Hub. We have since recruited a number of new starters within the team who have undertaken training, so we are able to take more calls and better assist with your enquiries.

As we continue to build the team back up to full capacity, we would like to remind customers of the following:

  • A call back option is available when waiting to speak to us, we would encourage you to select this option if your call is not an emergency. Your call will be returned within 60 minutes.

  • Contact us via webchat - we will be able to assist with your housing, rent or repair enquiry.

  • Log any non-urgent repairs, housing enquiries or make a rent payment via the Customer Portal. You will need your tenancy reference number to register if you have not done so already, this can be found on any recent correspondence from us.

  • Send us an email with your enquiry (stating name and address if you are a customer) via: info@platformhg.com

We anticipate that we will provide an improved call handling service within the next 4-6 weeks. During this period we will continue to monitor the progress of other changes that we have recently implemented to improve service delivery.

We’d like to thank you for your continued patience, support and understanding as we work hard to get our services back to normal.

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