Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
October 2023 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: *4.4 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.
Resolve your complaint within 15 working days on average.
Target: **20 working days
Current performance: ***25 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 4.7 working days and repairs emails 3.7 working days.
**Due to the impact of the cyber incident, the ombudsman has temporarily agreed to extend our target to 20 days.
***Under target due to a number of older cases which needed to be closed, as they could not be resolved due to impacts of the cyber incident. Though we were able to close 34.9% of cases within 15 working days.
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