Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
December 2025 performance
Provide you with 24/7 online access to report repairs and request other services.
Target: 95%
Target exceeded: 98%
Reply to your emails and online enquiries to our central contact centre within 5 working days on average.
Target: 5 working days
Target exceeded: *2.7 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.
Acknowledge and record your complaint within 5 working days.
Target: 5 working days
Target exceeded:
**4 working days
Resolve your complaint within 15 working days on average.
Target: 10 working days
Current performance:
***26.6 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 2.2 and repairs 3.7 working days.
**In December, we acknowledged 86% of complaints within five working days, taking an average of four days. This is 1% above our 85% target for the month. Year to date, we are at 84%, just below our target. We received a high number of complaints in December, so we’re pleased to have still met our monthly target.
***In December, stage 1 complaints took an average of 26.6 working days to resolve, 1.9 days longer than before. We resolved more complaints than in November, and more of them were resolved within 15 days. The high number of complaints received in December caused the average time to go up. We have an improvement plan in place, and a new process and system planned for early 2026 should help us resolve complaints more quickly.
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