Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
April 2024 performance
Provide you with 24/7 online access to report repairs and request other services.
Target: 95%
Target exceeded: 99.9%
Reply to your emails and online enquiries to our central contact centre within 5 working days on average.
Target: 5 working days
Target exceeded: *3.4 working days
Publicise ways to make a complaint if things go wrong, and what to do if you're unhappy about the outcome of your complaint.
Resolve your complaint within 15 working days on average.
Target: 15 working days
Current performance: **17.7 working days
Retain and publicise our contact centre phone number for those who prefer to contact us this way.
We continue to add our phone number as standard to all communications.
*Housing emails 4.4 and repairs emails 1.7 working days.
**As we recover from the cyber incident and our interim complaint policy, we have set a phased reduction in the expected time it takes us to resolve complaints until we get to our objective of 15 days. April’s goal was 18 days.
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