Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
March 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: *1.8 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:
4.4 working days
Resolve your complaint within 10 working days on average.
Target: 10 working days
Current performance:
**21.9 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 1.9.
**In March, the average time to resolve a complaint increased to 21.9 working days - up by almost one day from February. The reason for this is the high volume of complaints we received during February. Satisfaction with our complaints handling is improving, but customers tell us it still takes too long to resolve complaints. We agree, so this remains a key priority for us.
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