Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
January 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: *2.3 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:
**2.8 working days
Resolve your complaint within 15 working days on average.
Target: 10 working days
Current performance:
***28.2 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 3.4 working days.
**In January, we improved how quickly we acknowledged complaints within our agreed timescales. More complaints were responded to on time and in fewer days, bringing our year-to-date performance up to our 85% target.
***Over the past three months, we’ve received many more complaints than expected during the winter period. This has led to delays and longer waiting times for issues to be solved. We are making good progress now in working through complaints and expect average times to improve over the next two months.
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