Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
October 2025 performance
Provide you with 24/7 online access to report repairs and request other services.
Target: 95%
Target exceeded: 98%
Reply to your emails and online enquiries to our central contact centre within 5 working days on average.
Target: 5 working days
Target exceeded: *3.6 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:
**3.9 working days
Resolve your complaint within 15 working days on average.
Target: 15 working days
Current performance:
***25.5 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 4.0 and repairs emails 3.3 working days.
**In October, we acknowledged 86% of complaints within 5 working days, slightly below September but still above our 85% target. On average, it took us 3.9 days to acknowledge a complaint, which is quicker than last month. Our performance over the year continues to show steady improvement.
***In October, the average time to close complaints increased from 23.1 to 25.5 working days due to a higher volume of complaints, which is typical as we move into Winter. We resolved more complaints than any month since June, but demand still exceeded capacity. The team improved the number of complaints closed within 10 days, but overall handling times went up. Planned changes to our process and system in January should help reduce these times.
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