Commitment 1
We will provide services that are easy to access and respond promptly to your enquiries.

Our Commitment 1, young lady on mobile phone, oudoors

February 2024 performance

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Provide you with 24/7 online access to report repairs and request other services.

Target: 95%

Target exceeded: 99.9%

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Reply to your emails and online enquiries to our central contact centre within 5 working days on average.

Target: 5 working days

Target exceeded: *2.8 working days

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Publicise ways to make a complaint if things go wrong, and what to do if you're unhappy about the outcome of your complaint.

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Resolve your complaint within 15 working days on average.

Target: **20 working days

Current performance:
***23.7 working days

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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 3.3 and repairs emails 2 working days.

**Due to the impact of the cyber incident, the Housing 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.