Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.
September 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: *4.2 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:
**4.3 working days
Resolve your complaint within 15 working days on average.
Target: 15 working days
Current performance:
***23.1 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 7.2 and repairs emails 0.2 working days.
**In September, we acknowledged 89% of complaints within 5 working days, maintaining our performance from the previous month. On average, it took us 4.3 days to acknowledge a complaint, about one day longer than in August, but still within our target timeframe.
***In September, the average time to close a complaint fell to 23.1 days, improving on previous months. We’re resolving straightforward complaints more quickly, and ongoing improvements will help us respond even faster.
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