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

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 April):

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

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.