Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
June 2024 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: *1.9 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:
**5.4 working days
Resolve your complaint within 10 working days on average.
Target: 10 working days
Current performance:
***18.4 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 emails 1.3 working days.
**In June 2024, 79% of Stage 1 complaints were acknowledged by Customer Solutions within 5 working days. The average time to acknowledge a complaint during the month was 5.4 working days.
***The average resolution time for June 2024 is 18.4 working days. Whilst the average year to date resolution time is reducing, we are focused on quality responses, where possible within 10 days.
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