The FirstPort Group is reshaping how it supports residents through a clearer, more transparent approach to customer service. Improvements are ongoing, but early results show progress in how quickly and effectively customers are supported.
Cathy Reid, Director of Customer Experience at FirstPort, explains how the business is building trust and confidence through a more connected and accountable customer service model.
Improving efficiency & effectiveness
Customer service at FirstPort is now delivered entirely in-house, giving the business direct oversight of the full resident journey from first contact through to resolution. This approach allows teams to take greater ownership of issues and provide faster, more personal support.
The focus is on proactive communication, ensuring residents receive timely updates without needing to chase for information. With customer service teams speaking directly to residents, cases are being resolved more efficiently and with greater consistency.
Call volumes have reduced by 21%, reflecting fewer repeat contacts and stronger first-time responses. The latest Quarterly Service Update shows that seven out of ten customer queries are now fully resolved at first contact. This means no call-backs or unnecessary escalation, just quick, professional support from knowledgeable colleagues.
Improving first-time resolution remains a core priority. Frontline teams are well trained and empowered to act decisively, with clear escalation routes when needed. As teams build deeper knowledge of the developments they support, they are better able to anticipate issues and respond effectively. This approach is now standard across customer service and continues to evolve through ongoing investment in skills and training.
The value of local knowledge
FirstPort’s operating model is structured around four UK regions, each led by a Director of the Region and supported by local teams with detailed knowledge of the developments they manage. Customer service, operations and service charge accounting are closely aligned within each region, strengthening accountability and improving coordination.
When Property Managers and Property Service Specialists work closely together, relationships are stronger and residents experience a more joined-up service. Teams are encouraged to visit the developments they support, helping them build local understanding and deliver more informed, responsive support.
The resolution and feedback team now operates within this regional structure, improving how issues are handled and ensuring concerns are addressed quickly and consistently. The aim is to resolve issues before they escalate to formal complaints, providing a better experience for residents and more effective outcomes overall. This approach is delivering results, with complaints per 1,000 homes down by 35%.
Enhancing the customer experience through digital Innovation
Looking ahead, our focus is firmly on enhancing our customer portal to deliver a simpler, more intuitive user experience, supported by the introduction of new and valuable features.
The portal is being developed as a central hub where customers can easily access the information and services they need, when they need them. By improving navigation, functionality and content, we aim to empower customers to self‑serve with confidence, placing everything at their fingertips and reducing unnecessary friction in their day‑to‑day interactions with us.
However, digital innovation is only part of the story. While we continue to encourage greater self‑service, this will be thoughtfully blended with the expertise of our teams, who remain on hand to add value, provide reassurance and deliver the human touch when it matters most.
This balanced approach ensures customers benefit from the speed and convenience of digital services, without losing the personal support that underpins trust and long‑term relationships. By combining intuitive technology with knowledgeable, customer‑focused teams, we are creating an experience that is both efficient and genuinely supportive.
For FirstPort, this approach reflects a long-term commitment to customer service that is transparent, locally informed and built around residents’ needs, with continuous improvement at its core.
