Update for the week ending Friday 26 April

We are working towards improving our Customer Hub services and we’ve invested in the team to help make that happen.

We know we still have a lot of work to ensure we are providing the service you expect. However, we are making progress and the new staff we’ve taken on to answer your enquiries have already helped to increase the number of your calls we’re taking and reduce call waiting times.

Our extra resources will help us respond to your email enquiries too.

Thank you for your patience while we make these improvements, and we look forward to reporting on an improve performance.

We’ve also recently changed our repairs policy to reduce the timescales for carrying out urgent and routine repairs.

We’ll be reporting on how we perform against these new repairs’ standards on a monthly basis, as well as our targets for answering your calls each week, You can see this information in our new-look visual reports above.

Our next report on repairs will be in June, but you can see our last one below. The latest figures for the Customer Hub are as follows:

  • Calls answered: 66% (up from 55% 15-19 April)
  • Average wait time 18 minutes 32 seconds (down from 22 minutes 02 seconds)

 

Update for the week ending Friday 19 April

 

We’re working hard to improve our repairs and customer services as we know this a top priority for tenants and we want to keep you updated on how we’re doing.

We’ve invested in our teams who have been completing around 500 repairs a week at busy times.

We know we still have work to do and we’re taking on more new staff to make sure we are in the best possible position to help you with your enquiries and carry out the repairs you need to your homes.

Five new team members have started in the Hub this month and are undergoing training to take your calls very soon.

Our extra resources will help us respond to your email enquiries too.

We’ve also recently changed our repairs policy to reduce the timescales for carrying out urgent and routine repairs.

We’ll be reporting on how we perform against these new repairs standards on a monthly basis, as well as our targets for answering your calls each week, You can see this information in our new-look visual reports above.

Customer Hub:

The key stats for the week 15-19 April:

  • Calls answered: 55% (up from 51% 8-12 April)
  • Average wait time: 22 minutes 02 seconds (down from 24 minutes 44 seconds)

Repairs:

The key stats for March:

  • Urgent repairs: 64% completed in 5 working days (down from 75% in February)
  • Routine repairs: 81% completed in 20 working days (down from 89% in February)

The target to attend urgent repairs is now 5 working days instead of 10. The target to attend routine repairs is now 20 working days instead of 40.