Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
February 2025 performance
Provide you with 24/7 online access to report repairs and request other services.
Target: 95%
Target exceeded: 100%
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 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:
4.6 working days
Resolve your complaint within 10 working days on average.
Target: 10 working days
Current performance:
**21 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 1.7 and repairs emails 2.2.
**In February, the average time to resolve complaints was 21 working days, a slight improvement from January. The percentage of complaints resolved within 10 working days also increased to 20.9%. We have allocated more resources for handling Stage 1 complaints, along with additional team training and improvements.
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