Customer Service Week
We always want to offer you the best service and support that we can. We invest in training our teams to make sure they know how to respond to your questions quickly, helpfully and with respect.
We are very proud of the excellent performance from our Customer First team. The team have a target to answer 80% of incoming calls within 20 seconds. During the first quarter of this year the team consistently exceeded that target, in fact the average speed to answer was less than 10 seconds.
Making it easier to talk to us
We have updated our opening hours to make it easier for you to get in touch at a time that works for you. Our Customer First, Income Management and Repairs teams are now all available from 8am until 5pm every day, with advisers available until 6pm on Mondays and Thursdays. We decided to make this change after checking how many times you attempted to call us outside of our usual operating hours, we noticed many of you tried to call before 9am so we hope our updated hours will help you get the information and support you need, when you need it.
Your customer satisfaction scores
Between 1 April and 30 September this year, we have received almost 4,000 pieces of feedback from residents through our feedback surveys. More than 3,000 of those responses were positive and you scored us an average satisfaction score of 4.6 out 5. Thank you for all the feedback you share.
If you want to let us know how we are doing, look out for a text or email after you get in touch to use one of our services. It only takes a couple of minutes to let us know what we did well or what we can improve on.
You might also be selected to take part in our Tenant Satisfaction Measures survey. That is a slightly longer survey where we ask for your opinion on the services you receive from us. We will publish the results of the 2024-25 survey next year. Learn more about how you scored us last year in our Residents Report 2023-24.