We’re trialling what we hope will be better initial information, when you first email us. We have heard how some people have felt overwhelmed by the amount of information that we provide at first contact, so we’re hoping that we’ll be able to reduce information overload, while still letting you know the important things that you need to know.
That doesn’t mean you can’t access that information of course! Our website Support page and our YouTube channel will still be linked from our emails, and if you need more support after reading what we have sent, please just ask. We are still providing the same information, advice, and support, but trying to make it more accessible for everyone.
For some people who email us, it may be that we offer a call back sooner than we have previously done. We have also made our Duty calls with Officers more flexible.
People who call us may also receive a more condensed email follow-up, depending on the initial conversation we have over the phone, and what is appropriate to their situation.
Please bear with us though – we have the same number of staff and hours available as before.
We are going to be reviewing this trial of course, and asking you for feedback, if you have experienced our support over this time. That’ll be posted on our website and social media, shortly.
This trial has come about as a result of feedback we have received from people accessing our service – it is feedback like that, which lets us know what works well, and what needs tweaking – so, thank you.
