Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
May 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:
**5.5 working days
Resolve your complaint within 10 working days on average.
Target: 10 working days
Current performance:
***19.2 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 2.4 and repairs emails 0.8 working days.
**In May 2024, Customer Solutions acknowledged 60% of Stage 1 complaints within 5 working days. On average, it took 5.9 working days to acknowledge a complaint. This is a new target, and we are aiming to improve our response time in June.
***In May, it took us an average of 19.2 working days to resolve complaints. We aim to shorten this time in the coming months, while also ensuring our complaint resolutions are of high quality and lead to positive outcomes.
Built with Shorthand