CarelineP2Back in August our customer care line took on responsibility for answering your repairs calls. These calls had been handled by our repairs contractors.

Family Mosaic has 24,000 properties so this was a huge task to take on. But we did it because, even if it may not seem like it now, we think in the long term you’ll get a better service.

We prepared for the change by recruiting and training a lot of new staff, starting in May this year. There was a lot to learn for new and existing staff. All had to get to understand some complex repairs and maintenance issues. They also had to get to grips with a new IT system.

The volume of repairs we have since had reported by telephone and by email has far exceeded our expectations. As a result, our call waiting times have suffered. We are making the situation better by taking on extra staff, improving our IT systems and learning much more about repairs matters.

We are truly sorry for any inconvenience the delays over these past few months have caused. We would like to thank you all for your patience during these frustrating times. We want to reassure you that we are doing all we can to cut call waiting times and are confident you will see a steady improvement.

When’s Best To Call

Our call centre is open from 8am to 8pm Monday to Friday and also 9am to 1pm on Saturday. Early mornings, especially Mondays, continue to be extremely busy. If the repair you are calling about is not an emergency it is best to avoid these times.