Update for the week ending Friday 10th May

Our Customer Hub and Repairs Service teams always aim to provide a high-quality service and are making progress towards achieving that goal. 

We realise urgent repairs can be serious and need dealing with quickly. So, our Repairs Teams have been concentrating on making sure we attend these calls as soon as possible after you report them. This work has paid off with a significant improvement in the numbers of urgent repairs we’re attending within our target timescales of five working days. 

Dealing with routine repairs is also very important and we’re working on ways to ensure we’re providing the standard of service you expect from us and meeting our targets for attending both routine and urgent repairs.

The Bank Holiday gave the Customer Hub different challenges this week as your enquiries were squeezed into four days instead of the usual five. The number of calls we were able to take dipped slightly and wait times for calls to be answered increased, but they were still better than last month.

For the last two weeks weve been back to responding to all of your emails within target which shows the service is improving overall. Our new colleagues in the Hub are learning fast and helping us make progress towards providing the standard of service you expect.

While we are always happy to speak to you there are other ways you can reach us. These include our online form on our Contact Us Page, including our webform which sends the Customer Hub team an email.For the last two weeks we have been back to responding to all of your emails within target.

You can also use our online customer portal to report routine repairs, check you rent account and much more.

Here are the latest key performance statistics (you can also see the figures in the above graphic): 

Customer Hub (for the week 6-10 May): 

  • Calls answered: 66% (down from 71% 29 April-3 May) 
  • Average wait time: 15 minutes 56 seconds (up from 15 minutes 07 seconds 29 April-3 May) 

Repairs Service (for April: 

  • Urgent repairs: 91% completed in 5 working days (up from 64% in March) 
  • Routine repairs: 70% completed in 20 working days (down from 81% in March) 

Update for the week ending Friday 3rd May

As we’ve reported recently, we’re working hard behind the scenes to improve our Customer Hub services, and we’ve made significant investments in our teams to help make that happen.

We know there’s still a lot of work to do to make sure we’re providing you with the quality of service you expect. However, we’re pleased to say that we’re making progress and thanks to the addition of new team members, we’re already seeing improvements. Despite a spike in unexpected staff absences last week, we’re handling your calls more efficiently, increasing how many calls we can take and reducing the average time you spend waiting on the line. This week, we saw another increase in the number of calls answered – now up to 71% - and the average wait time was down to just over 15 minutes.

This boost in resources means quicker responses to your email enquiries too, meaning we’re back within our targets.

We’d like to thank you for your patience while we make these improvements to our performance. We're committed to sharing our progress with you; this includes telling you when things aren’t going as well as they could be and explaining how we plan on fixing any issues.   

As reported at the end of the week ending 26th April, our next report on repairs will be in June. In the meantime, you’ll find the latest figures for our Customer Hub’s performance below:

  • Calls answered: 71% (up from 66% 22nd-26th April)
  • Average wait time: 15 minutes 7 seconds (down from 18 minutes 32 seconds)

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.

 

  • 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)
  • 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.