The Management Department

Lenwell introduced a new telephone system in 2005 to ensure that you are directed to the right Property Manager in the Management Department as quickly as possible. Enhanced information is included in the call queue system to enable you to keep your call and your costs down.

How To Contact The Management Department.
What Happens When You Call The Management Department?
How Is The Service Monitored?

How To Contact LENWELL

Telephone:

From 2005, all the existing fragmented Management Department numbers were consolidated under one telephone number: 01582 - 658 000. This number is available 24 hours a day, 365 days a year. If the Department is closed for any reason, you will be notified accordingly.

Email:
management@lenwell.com which is a central email address for the Department. These emails come into the Management Department and are either dealt with or forwarded to the most appropriate person.
repairs@lenwell.com will be received by the Property Managers dealing with repair needs.
arrears@lenwell.com will be received by the Property Managers dealing with your rent account.

Fax:
From 2005, all the existing fax numbers were consolidated under one number: 0870 167 1906

In person:
8 Wellington Street
Luton
Bedfordshire
LU1 2QH

What Happens When You Call The Management Department?

When you call the Management Department you will hear a very simple message system asking you to select a couple of options. By selecting the correct option your call will be connected to Manager trained to deal with your enquiry. Failure to press the correct option or not pressing any option may result in a delay as you may be connected to an incorrect Manager who may not be trained in that particular skill-set.

Obviously we try to reduce the amount of time any caller is kept waiting, however there are peak times where you may feel the response time is not acceptable. Some callers will inevitably hang up whilst waiting for their call to be answered or listening to one of our messages, this is logged as an abandoned call and we are continuously striving to reduce these.

Once connected, you will speak with a Manager who will give you their name and establish the nature of your call. Every effort is made to answer and conclude calls as quickly as possible.

How Is The Service Monitored?

All incoming and outgoing calls may be recorded for training, security and monitoring purposes. In addition with the integration of our telephone system and I.T. packages, we can record various performance information which allows us to monitor peak call flows and therefore set staffing levels within the Management Department.

Improving our performance has been a very high priority since the new telephone system became operational in 2005. We aim to answer 100% of all calls within 10 seconds of you completing the message queue. Any registered abandoned call is reviewed before the close of the same work day.

Performance chart for the period ending November 2005