Update on our Customer contact centre


We know our contact centre has been busy, which has meant some of you have had difficulty getting through to us over the last two weeks.

Online-A2Dominion staff on the phone 

We are committed to providing you with a great service so we have recently improved our customer website and processes, but sometimes change comes with challenges. Following some major changes to our ways of working and our systems, we are now delivering training to our teams to ensure you’re getting the most up-to-date service.

We appreciate that this transition has not been as good as we’d hoped, so thank you for bearing with us. We’ve worked hard to address a number of issues and we will be clearing our backlogs over the next few weeks.

How can I get the help I need?

You can now chat with us online with our new live chat service, available between 8:30am and 5:30pm.

Our help articles are also a great source of information to find the answer to your most pressing questions.

If you haven’t already, register to use our new portal, where you can easily view information, report issues and request repairs, without the need to call us.

So, what’s next?

We now have more hands on deck with people from across A2Dominion helping to support our customer contact centre.

As we recover to our normal levels of service and quick call times, we hope you’ll feel some of the benefits of the change. Some of these improvements include getting through to a real person (no automated prompts!) and our system quickly showing our agents your details so we can identify you and help with your queries much faster than before.

We understand that these updates may have slowed us down in the short-term, but we’re confident that in good time we will be able to deliver an improved, more modern service to all our customers.