Emh Service Delivery Update

In the few years since we have been living with Covid, like many other businesses emh’s offices have been closed and services have been delivered in different ways, providing a local presence and local contact online and by telephone.  This way of working has become the norm and has on the whole worked well.  Our world has become more digital, so we have taken the decision to keep our current arrangements and to deliver these in an enhanced way.

Many residents are now choosing to contact us by telephone, email or through our ‘myhomeonline’ and we have been carrying out surveys to ask how residents prefer to contact us. Overwhelmingly, the response is ‘by telephone’.

We know that we need to invest in our telephone systems and to ensure we have enough customer service advisors available to answer calls and deal with enquiries and requests and we are working hard to ensure that happens.

We also recognise that more and more people want to be able to self-serve through online tools such as our website and ‘myhomeonline’ and so we are investing time and money in these to ensure that we can provide a really great online offer.

This way of working means that we have taken the decision not to re-open our office at Grove Park, Enderby. This office has significant costs a year to run, and these savings will be reinvested to provide additional resources to support customers including financial inclusion support and telephony services mentioned above.

We will still be able to offer you appointments to see us face to face online, or in person by meeting at your home, or a local community venue if you would prefer. You can of course continue to contact us in the following ways:

The resident portal: MyHomeOnline

Email us at customerservices@emh.co.uk

Via our website, click here

Call us on: 0300 123 6000

Write to us at:  Customer Services, Emh, Memorial House, Stenson Road, Coalville, Leicestershire, LE67 4JP