Please note there is essential maintenance work taking place at 18:00 on Thursday (24th October), to migrate the LIVE lagan databases onto a new environment. The work will take up to 3 hours, during which time there will be no access to the main application and online forms / services. There will be notices on the portal to warn customers before / during the work, and we’ll get something put onto the website (service status pages).

This should not impact normal service as this is happening out of hours but if there is an issue it will be noted on the Service Status page on Friday 25th

Please be advised that vacancy MOR10044 (full time permanent post for a Customer Service Advisor for CC) is currently advertised on MyJobScotland.

The closing date is 01/11/2024 and interviews are scheduled for 20/11/2024 with a start date of 06/01/2025.

As some of you may or may not have seen, the Contact Centre has been named as one of the winners of a Star Award following a nomination from a member of staff who contacted the CC for assistance. The award has been given in recognition of “Demonstrating excellence in your role and the exceptional service the contact centre team delivers”

• Click here to view the full list of winner

A letter of thanks has also been received from the Interim Chief Executive and can be viewed here

When clicking on the winner’s link, you will see that an agent has been named, this is because the member of staff who made the nomination had to provide a name and knew they worked in the CC so gave that as they didn’t realise they could re-enter the Contact Centre.

This award comes following a difficult 12 months for the CC and whilst I would hope you all know how appreciative managers within Customer Services are of your efforts, it is nice to get recognised for them outside of our service. Well done and keep up the good work.

Kindest regards
Donna / Customer Service Team Leader

As we’re all aware, most (if not all) services, Customer Services handle calls/emails for, are struggling with reduced staffing levels and at times increased workloads.

In an attempt, to manage customer’s expectations (and hopefully reduce the number of frustrated follow-up calls from customers not happy that they’ve not heard from the service yet) Advisors are asked to NOT to give callback timescales.

Advisors should instead advise their customer, of the Lagan case reference that has been raised and that the service will be in touch in due course.

In the event a customer demands a timescale, Advisors can advise that if they have not been contacted within 10 working days (2wks from date of call) they can come back to us but not before.

Any current processes in place for highlighting urgent cases will remain in place and unaffected by this guidance.

Kindest regards
Donna / Customer Service Team Leader

We have been made aware there could be issues when taking payments. Capita are currently trying to resolve the issue, will keep you updated.

***ICT have confirmed this morning the missing AllPay payments have been imported and these will show in the relevant rent accounts tomorrow***

***I have now posted the failed files for Saturday 28th and I am still awaiting info about the potential missing allpay files***

Just to let you know there has been an issue with Saturday’s income posting which I have raised with ICT hopefully this will be an easy fix and I will let you know once this has been resolved however I have also identified that we haven’t received any allpay files for 29th & 30th September just touchtone payments which I have asked to be investigated.

Please be mindful that balances being provided may be incorrect if a payment has been made in the last few days.