We're working to improve our Repairs and Customer Hub Services

Update for November

Customer Hub

More and more of you have been trying to access our services and our Customer Hub has been doing a great job in helping you with your enquiries.

While the percentage of calls answered in November was the same as in the previous two months, we’ve actually answered more of your calls. This shows how well the new staff have been settling in, and we’re committed to making our service even better for you.

Latest figures for the Customer Hub

Calls answered: 85% (stayed the same as the previous month)
Average wait time: 5 minutes 33 seconds (down from 5 minutes 37 seconds)

Repairs

Our repairs teams are getting more request for jobs and are working hard to provide a good service to our tenants.

They completed 91% of urgent repairs within target in November. This is slightly down from the previous month, but overall the team’s performance is much stronger than earlier in the year.

We know we can still make improvements and with new people joining the team we’re working towards providing an even better service to you.

November Repairs Service performance:

Urgent repairs: 91% completed in five working days (down from 98% in October)
Routine repairs: 82% completed in 20 working days (down from 86% in October)

We know the festive season can be a really busy time and you want your home looking great for Christmas. So, if we’ve arranged an appointment with you for a repair, please make sure we can get in to do the job.

If for some reason we can’t come in or you can’t be at home, please let us know in advance so we can re-arrange the appointment.

Christmas arrangements

Our Customer Hub phonelines will be closed for the Christmas and New Year holiday from 11.30am on Tuesday 24th December, and our Customer Reception at Southern Gate will close at midday. If you need to book an emergency repair between Christmas and New Year please call us on 0161 448 4200.

You will still be able to do things like pay your rent and check your rent account on our customer portal and find information on Southway services on the website.

The Hub will reopen to take your calls and messages at 8am on Thursday 2nd January. Our Customer Reception at Southern Gate will reopen at 9am on that day.

Update for October

We've now moved to one monthly report for our Customer Hub and Repairs performance to make it easier for you to see how we're doing.

Customer Hub

Autumn is an extremely busy time for our Customer Hub and we’re continuing to train new staff to meet demand and make further customer service improvements.

During October we maintained the same high level of service for answering calls as we did in September.

Latest figures for the Customer Hub

Calls answered: 85% (stayed the same as the previous month)
Average wait time: 5 minutes 37 seconds (down from 6 minutes 05 seconds)

Other ways to get in touch

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and more.

Our reception at Southern Gate is open 9am-3pm, Monday to Friday, if you wish to visit us. Please remember, for emergency repairs you need to speak to us on the phone or in person so we can make sure the emergency repair is raised.

Repairs

Our repairs teams are also busier at this time of year and continue to work at a very high standard.

They completed 98% of urgent repairs within target in October, up from the previous month.

We continue to invest in the team and are recruiting staff to continue to improve our repairs service.

October repairs service performance:

Urgent repairs: 98% completed in five working days (up from 81% in September)
Routine repairs: 86% completed in 20 working days (down from 88% in September)

Update for the week ending Friday 4th October

We’ve been training our newest advisers in our Customer Hub on more aspects of their role this week, so they are fully prepared to help you when you call.

This may have resulted in you having to wait slightly longer when you called, and we apologise for any inconvenience this has caused.

Our performance in responding to your calls and reducing the amount of time you have to wait for us to answer is still very much improved from earlier this year. The training our staff receive will help them greatly in the coming weeks as more of you will be calling us for help.

Latest statistics for our Customer Hub:

Calls answered: 83% (down from 83% in the previous week)
Average wait time: 7 minutes 6 seconds (up from 4 minutes 53 seconds)

Other ways to get in touch

Update for the week ending Friday 27th September

Calls to our Customer Hub increased last week as more of you needed our services and the team coped very well with the increase in demand.

We were able to take a higher number of your calls, and your waiting time for us to answer the phone was shorter.

We’re well into autumn now and we’re working on plans to make sure we can answer your call when you need us.

Latest statistics for our Customer Hub:

Calls answered: 87% (up from 85% in the previous week)
Average wait time: 4 minutes 53 seconds (down from 5 minutes 29 seconds)

Other ways to get in touch

Update for the week ending Friday 20th September

Repairs Service

Our Repairs Service continues to provide a high standard of service to our tenants. In August, the team’s service improved slightly on an already high level in July. This was despite a significant increase in the numbers of repairs reported and other issues affecting the team.

We’ve done some work to reassess which repairs are routine and which are urgent. This will help us make sure that we’re prioritising effectively, based on individual needs.

We’re also currently recruiting for new repairs team staff to help us respond to your needs more efficiently, particularly as we head into the colder months and demand on the service increases.

August repairs service performance:

Urgent repairs: 91%completed in five working days (up from 90% in July)
Routine repairs: 83% completed in 20 working days (up from 82% in July)

Customer Hub

Our Customer Hub had another really good week, coping very well with a slight increase in demand. We were able to answer the same percentage of your calls and reduce the time you waited for us to respond when you rang.

With the weather getting colder, calls to the team may increase as more of you will need our services. But the new recruits are settling in well and we’re working to make sure we will be able to cope with the increased demand.

Latest statistics for our Customer Hub:

Calls answered: 85% (equal to 85% in the previous week)
Average wait time: 5 minutes 29 seconds (down from 6 minutes 16 seconds)

Other ways to get in touch

Update for the week ending Friday 13th September

Last week, we were pleased to see our new team members complete their training and start taking live calls. This means we’ve seen more improvements in our overall performance, including answering 85% of your calls compared to 83% the week before, and our average call waiting time dropped from 7 minutes 42 seconds to 6 minutes 16 seconds.

As we prepare for the busy winter months, we’re continuing to expand our team. The colder season always brings a higher demand for our services, and this extra support will help us not only maintain the improvements we’ve already made but also manage any increase in demand.

Here are the latest statistics for our Customer Hub:

Calls answered: 85% (up from 82% the previous week)
Average wait time: 6 minutes 16 seconds (up from 7 minutes 42 seconds)

Our next update on our Repairs service performance will be next week.

Other ways to get in touch

Our office at Southern Gate is open from 9am-3pm, Monday to Friday, if you wish to visit us. Please remember, for emergency repairs you will need to speak to us on the phone or in person so we can make sure the emergency repair is raised.

Update for the week ending Friday 6th September

Our Customer Hub team has shown a dramatic improvement in performance in the last week as we put more resources from the team into answering your calls.

As a result of this we were able to answer more of your calls and waiting times for us to respond when you rang were much lower.

Training has now been completed for the team’s new recruits and are starting to take calls, this will help us to provide an even better service for you.

The next figures for repairs will be available later this month. Here are the latest stats for our Customer Hub: 

Calls answered: 83% (up from 62% 26^th August-30^th August) 
Average wait time: 7 minutes 42 seconds (down from 20 minutes 2 seconds 26^th August-30^th August)

Other ways to get in touch

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 30th August

Last week was particularly busy for our Customer Hub. Wait times increased following the bank holiday closure and due to it still being the peak holiday season.

On a positive note, we managed to reduce our call handling time, which enabled our team members to manage more calls. In the past week, we’ve welcomed and started training six new Customer Hub Advisors. We’re confident that this extra resource will help us get our performance back up to the standard you expect from us.

We appreciate your patience and understanding as we implement these changes.

Here are the latest figures for our Customer Hub:

Calls answered: 62% (down from 70% the previous week)
Average wait time: 20 minutes 2 seconds (up from 14 minutes 21 seconds)

The next set of figures for repairs will be available next month.

Other ways to get in touch

While we’re always happy to speak to you, please remember there are other ways to reach us which might be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more.

Update for the week ending Friday 23rd August

This was another busy week for the Customer Hub and, while we’ve done our best to answer your calls as efficiently as possible, we’ve seen a slight decrease in our performance. With that in mind, we’d like to take this opportunity to apologise if you’ve found it difficult to reach us this week.

Due to continued high levels of annual leave due to the summer holidays, plus more unexpected absences than usual, the number of calls we answered was down to 70%, in comparison to 74% the week before. The average wait time had also increased to 14 minutes 21 seconds.

Following a successful recruitment drive, we’re starting to train new members of our team from this week and hope that, before long, we’ll see the benefit and be able to provide you with the level of service you expect again. Thank you for your patience and understanding while we make these changes.

The latest figures for our Customer Hub are:

Calls answered: 70% (down from 74% the week before)
Average wait time: 14 minutes 21 seconds (down from 12 minutes 30 seconds)

The next figures for repairs will be available next month.

Other ways to get in touch

Update for the week ending Friday 16th August

The Customer Hub has had another busy week helping you with your enquiries.

We answered more of your calls than we did the previous week (1072 between 12-16 August, compared to 1043 between 5-9 August). But as more of you were trying to get through the percentage figure of calls answered was slightly down (74% between 12-16 August, compared to 76% between 5-9 August).

We’re sorry if you haven’t been able to get through, or if you have had to wait longer than normal for us to answer your call. We’re taking on new staff and once they have received their training, we will get back to providing you with the service you expect.

The next figures for repairs will be available next month. Here are the latest statistics for our Customer Hub: 

Calls answered: 74% (down from 76% from 12-16^th August)
Average wait time: 12 minutes 30 seconds (up from 10 minutes 54 seconds)

Other ways to get in touch

Update for the week ending Friday 9th August

Last week, the Customer Hub saw a slight decrease in performance. This was due to a combination of having maximum staff on annual leave and unexpected absences mid-week, alongside recruitment activities which have impacted the availability of some of our Senior Hub Advisors.

We received around 100 fewer calls than the week before. Some of the more complex calls related to repairs meant it took us longer to deal with some of the enquiries. Despite this, the team managed to answer 76% of the calls we received, which is just a 1% drop in performance. We also experienced an increase in the average wait time, which was up by two minutes. Our email backlog remained at zero, and emails were addressed within two working days, meeting our target.

Looking ahead, we’re preparing for the winter season by reviewing rotas and resource levels. We’re pleased to report that the recent recruitment process was successful, with a new team of Hub Advisors set to start in September.

The next figures for repairs will be available later this month. Here are the latest statistics for our Customer Hub: 

Calls answered: 76% (down from 77% on 5-9^th August)
Average wait time: 10 minutes 54 seconds (up from 8 minutes 54 seconds)

Other ways to get in touch

Update for the week ending Friday 2nd August

Repairs Team

Our Repairs Team continues to perform at a very high standard with 90% of urgent repairs and 82% of routine repairs completed within target times in July.

Although the figure for urgent repairs went down slightly from June it still represents a major improvement from earlier in the year.

We’ve invested heavily in our repairs teams after you told us improving the service was a top priority and we’re really pleased our investment continues to pay off.

Repairs Service (for July):

Urgent repairs: 90% completed in 5 working days (down from 96% in June)
Routine repairs: 82% completed in 20 working days (up from 79% in June)

Customer Hub

Our Customer Hub team continued to face some IT issues last week. This meant we were able to answer less of your calls and you may have had to wait longer for us to respond when you rang.

We’re sorry for any inconvenience this may have caused, and we’re working on resolving these issues as well as looking at increasing resources for the team.

Our performance is still better than earlier in the year, but we know you want us to improve, and we will continue to work towards our goal of providing the quality of service you deserve.

Here are the latest stats for our Customer Hub: 

Calls answered: 77% (down from 81% 29th July-2nd August) 
Average wait time:  8 minutes 54 seconds (up from 6 minutes 30 seconds)

Other ways to get in touch 

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 26th July

Many more of our tenants tried to contact our Customer Hub last week than in the previous week.

The team worked hard to cope with the increased demand in calls and some technical issues during the week.

The percentage figure for calls answered was slightly down last week from the week before, but we actually took a higher number of your calls in that time (1233 between 22-26 July, compared to 1177 from 15-19 July).

The average time callers were waiting for us to answer did go up slightly last week but was still one of the lowest we have recorded this year.

The next figures for repairs will be available later this month. Here are the latest stats for our Customer Hub: 

Calls answered: 81% (down from 86% 22nd July-26th July) 
Average wait time: 6 minutes 30 seconds (up from 5 minutes 41 seconds)

Other ways to get in touch 

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 19th July

Our Customer Hub has produced another strong performance this week in providing a good quality service to our tenants.

A drop in the number of calls we received meant the team was able to answer a higher percentage of your phone enquiries and reduce the average time you are waiting for us to respond.

The team will be looking to improve their performance even more as we provide them with extra resources and training.

We published our latest figures for repairs last week. A further update on repairs will be available next month. Here are the latest stats for our Customer Hub: 

Calls answered: 86% (up from 83% 15^th July-19th July) 
Average wait time: 5 minutes 41 seconds (down from 6 minutes 47 seconds)

Other ways to get in touch 

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 12th July

Repairs

You’ve told us that improving our Repairs Service is a top priority for you and the team has been working really hard to do the jobs you need quicker and more efficiently.

This effort has really paid off with 96% of urgent repairs being completed within five working days last month. Our rate of completing routine repairs within timescale has also improved to 79%.

The team will make every effort to continue to operate at this very high standard to make sure they provide the service you expect from us.

Latest stats for our repairs team:

Repairs Service (for June):

Urgent repairs: 96% completed in 5 working days (up from 77% in May)
Routine repairs: 79% completed in 20 working days (up from 69% in May)

Customer Hub

Our Customer Hub team had another busy week and answered roughly the same number of your calls as they had the previous week which was the best performance of the year so far.

We’re sorry that average waiting times for calls to be answered rose again, although they are still significantly better than earlier this year.

We’re investing in training and resources for the team to help improve the service we provide to you.

Here are the latest stats for our Customer Hub: 

Calls answered: 83% (down from 86% 8th July-12th July) 
Average wait time: 6 minutes 43 seconds (up from 6 minutes 01 seconds)

Other ways to get in touch 

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 5th July

The hard work of our Customer Hub staff continues to pay off with further progress being made on improving the service.

The team has had its best performance of the year, answering more of your calls in less time – on average – than any other week in 2024.

We know that wait times could still be shorter and we will continue to make improvements to provide the best possible service to our tenants.

The next figures for repairs will be available in later this month. Here are the latest stats for our Customer Hub: 

Calls answered: 86% (up from 79% 1^st July-5th July) 
Average wait time: 6 minutes 01 seconds (down from 7 minutes 28 seconds)

Other ways to get in touch 

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 28th June

Many more of you were trying to contact our Customer Hub last week than in the previous week and the team coped well with the increased demand.

The average time callers were waiting for us to answer was almost the same for both weeks. The percentage figure of calls answered was slightly down last week from the week before, but we actually took a higher number of your calls in that time (1189 between 26-30 June, compared to 1154 from 19-23 June).

Being able to cope with an increase in demand shows how our plans improve the service have been working and we hope to be able to report even better results in the near future.

The next figures for repairs will be available in later this month. Here are the latest stats for our Customer Hub: 

Calls answered: 79% (down from 82% 24th June-28th June) 
Average wait time: 7 minutes 28 seconds (up from 7 minutes 25 seconds)

Other ways to get in touch 

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 21st June

Answering your calls efficiently is a top priority for us as you have said you want us to improve this service.

Our Customer Hub colleagues are continuing to make progress on this and the percentage of your calls that we answered last week was back to above 80%.

We’ve also cut down the average time you wait for us to answer to 7 minutes 25 seconds, compared to just over 22 minutes in mid-April. 

Thank you for your patience while we’ve put improvements in place. We still want to make our service even better for you and we’re working towards achieving that goal.

The next figures for repairs will be available in July. Here are the latest stats for our Customer Hub: 

Calls answered: 82% (up from 78% 17th June-21st June)

Average wait time: 7 minutes 25 seconds (down from 9 minutes 12 seconds)

Other ways to get in touch 

Our staff are always happy to speak to you, but you can reach us in other ways, some of which may be more convenient for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us. 

Update for the week ending Friday 14th June

Our Customer Hub colleagues are continuing to make progress in improving their service to you.

We’ve answered more of your calls this week and cut down the average time you wait for us to answer.

We have further plans to make our service better which we’re looking to put in place and we’re sure you will see the benefits of those very soon.

The next figures for repairs will be available in July. Here are the latest stats for our Customer Hub:

Calls answered: 78% (up from 74% 3rd June-7th June)

Average wait time: 9 minutes 12 seconds (down from 11 minutes 55 seconds)

Other ways to get in touch

Our staff are always happy to speak to you, but you can reach us in other ways, some of which may be more convenient for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Update for the week ending Friday 7th June

Customer Hub

Our Customer Hub team is working hard to answer your enquiries and provide an efficient service for you.

This week we’ve reduced the average time you wait for us to answer when you ring us.

We know we still have to make improvements to ensure we’re providing the standard of service you expect and we thank you for your patience while we work on this.

Here are the latest stats for our Customer Hub:

Calls answered: 74% (up from 70% 27th-31st May)
Average wait time: 11 minutes 55 seconds (down from 15 minutes 20 seconds)

Alternative ways to get in touch

While we’re always happy to speak to you, please remember you can reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more. For emergency repairs you will need to call us.

Repairs

Improving our repairs service is another top priority for us and last month we were able to report that our performance in completing urgent repairs has improved greatly.

Dealing with routine repairs is also very important to us and we’ve more or less maintained our performance in this area from last month. We’re continuing to work 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.

Latest stats for our repairs team:

Repairs Service (for May):

Urgent repairs: 77% completed in 5 working days (down from 90% in April)
Routine repairs: 69% completed in 20 working days (down from 70% in April)

Update for the week ending Friday 31st May

It's been another busy week for the Customer Hub. This week, waiting times for calls to be answered have increased due to the Bank Holiday.

We’re sorry you’ve had to wait longer for us to answer your call than in recent weeks but, overall, our response times are quicker than they were in April.

We’re working hard to improve our service and minimise the impact of the holiday seasons.

Thank you for your patience and understanding while we work through these issues.

As previously reported the next figures for repairs will be available June. Here are the latest stats for our Customer Hub:

Calls answered: 70% (down from 81% 20th-24th May)
Average wait time: 15 minutes 20 seconds (up from 8 minutes 16 seconds)

Alternative ways to get in touch

While we’re always happy to speak to you, please remember you can Reach us in other ways, some of which may be faster for you. These include the online form on our Contact Us Page, which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more.

Update for the week ending Friday 24th May

We’re pleased to report that we’ve seen some significant improvements in our performance over the last week.

This week, we’ve answered 81% of your calls, up by 6%.

Our new staff are getting up to speed which is helping us answer your calls more efficiently.

We’re also happy to say that we’re currently answering your emails as and when we get them.

We’re working hard to maintain this level of service however, as we approach the holiday season, there could be delays over the coming weeks.

Thank you for your patience and understanding while we work through these issues.

As reported at the end of the week ending 26^th 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: 81% (up from 75% 13-17th May)
Average wait time: 8 minutes 16 seconds (down from 11 minutes 16 seconds)

Alternative ways to get in touch

While we’re always happy to speak to you, remember there are other – often faster - ways for you to reach us. These include our online form on our Contact Us Page, including our webform which sends the Customer Hub team an email. Or you can also use our online customer portal to report routine repairs, check your rent account, and much more.

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 we’ve 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 26^th 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.