Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
July 2024 performance
Provide you with 24/7 online access to report repairs and request other services.
Target: 95%
Target exceeded: 99.8%
Reply to your emails and online enquiries to our central contact centre within 5 working days on average.
Target: 5 working days
Target exceeded: *1.4 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.
Acknowledge and record your complaint within 5 working days.
Target: 5 working days
Current performance:
**5.9 working days
Resolve your complaint within 10 working days on average.
Target: 10 working days
Current performance:
***18.5 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 0.8 working days.
**We are working to ensure all Stage 1 complaints are acknowledged within 5 working days with our performance just over that this month. Our organisation-wide improvement programme will be focused on complaints over the coming months which will help us improve performance in this area.
***The overall average year to date resolution time is reducing and we are working on maintaining that downward trend to 10 days, whilst also improving the quality of our responses, through our organisation-wide improvement programme.
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