Midlands landlord whg has been shortlisted for a prestigious UK Customer Satisfaction Award, recognising its commitment to delivering faster, fairer and more responsive customer service.

We’ve been named as a finalist in the Best Application of Technology category by The Institute of Customer Service, which celebrates organisations using digital innovation to improve customer experience.

It follows major improvements to the way whg handles customer contact, with customers now benefiting from significantly shorter call waits, more queries resolved at the first point of contact and a smoother, more consistent experience across phone, email and digital channels.

The investment in a new “omnichannel” system – which brings all contact channels together in one place so customers get the same service whether they call, email or message online – has transformed the way enquiries are managed.

Customer service advisors now have better tools, real-time insight and dedicated time for skills development. Since introducing the new technology, average call waiting times have dropped from over eight minutes to just over one minute. Customer satisfaction scores have also risen, supported by improved communication and quicker responses.

Fay Shanahan, Corporate Director of Operations and IT at whg, said:
“Introducing this new technology has helped us answer calls faster, resolve more queries first time and give customers a more consistent experience across every channel. These improvements are making a real difference to the way people contact us and the service they receive.

“Great customer service is a core ambition in Our 2030 Plan. That means making it easier to get in touch, responding quickly and ensuring every customer feels valued and well informed. The investment we’ve made in our people and systems is helping us deliver a service that reflects what customers tell us they want and need, and we’re really proud to see that work recognised at a national level.”

The platform from supplier 8×8 was introduced in 2024 and is now used across all customer contact channels including phone, email and social media. It provides live data on demand and performance, helping whg to continually improve its service and respond quickly to changes in customer need.

The finalists will be celebrated at the UK Customer Satisfaction Awards ceremony in London on 10 March 2026.