Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
May 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: *1.3 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:
4.9 working days
Resolve your complaint within 15 working days on average.
Target: 15 working days
Current performance:
**24.1 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 1.3 and repairs emails 1.2.
**In May 2025, we made a small improvement in how quickly we resolved complaints. The percentage of complaints sorted out within 10 working days went up from 13.9% to 15.2%. This is something we’re working hard to improve.
In May, we filled permanent jobs in our complaints team. Over the summer, we’ll be providing full training for staff to continue improving the process.
At the same time, the average time to deal with a complaint has gone up slightly, from 22.4 to 24.1 working days. This is partly because we’ve been focusing on clearing older complaints, which usually take longer to sort out.
We know it’s important to respond quickly to all complaints, both old and new, and we’re doing everything we can to improve our response times for residents.
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