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Reception opening times – outcome of our consultation

By October 29, 2019 No Comments

In September, we informed you that we are considering closing our reception at Monson House, Tunbridge Wells on Tuesdays and Thursdays.

We asked for your thoughts on the proposal and would like to thank those who took the time to send us their feedback. Each piece of feedback has been reviewed and we are contacting individuals who raised any concerns.

Some of the comments we received expressed concern that we would lose members of staff by closing reception on the above-mentioned days. We’d like to provide reassurance that this is not our intention. Our reception is manned by a member of our Customer Services team on a rotational basis and when closed on Tuesdays and Thursdays, this staff member will be placed back within their team to support the Customer Services duties. This includes answering phone calls as well as responding to enquiries received by email, webchat and through MyHomeOnline.

One of the main drivers to closing reception is in response to the increasing demand of phone calls and digital enquiries that we are receiving. The number of callers to our reception has fallen and we therefore want to ensure we are using our staff efficiently, so they are available to help all our customers, including those who cannot visit Monson House.

We understand that there will be times when you need a face-to-face visit and, in such circumstances, we recommend calling ahead to make an appointment where possible. This will ensure that an appropriate member of staff is readily available to help you when you arrive at Monson House, or alternatively a home visit can be arranged at a mutually agreed time.

We will trial closing reception on a Tuesday and Thursday from the week commencing 2nd December 2019. Reception services will continue to be available Monday, Wednesday and Friday between 8:30am and 1pm. A three-month review will take place, at which point we will decide whether to continue with the new hours.

If you’re interested in improving your digital skills or know somebody who could benefit from online training, please visit our ‘Getting Help to Get Online’ article on our website to find out what free support services are available near you.