Customer Commitments Q3 2022/23

We want to make sure our services meet your expectations. We share our customer commitments once a quarter so you can see how we’re doing. Our commitments are our way of measuring our services so that we can see what’s going well and what needs improving across areas such as customer services, repairs, anti-social behaviour and complaints.  

You can see our performance against the customer commitments from October – January on the infographic below. 

Talking to you 

We handled more than 66,000 queries to our teams, and I’m really pleased to see that, overall, we’re doing our best to get to you as fast as we can and support you. 

More than two-thirds of your enquiries were responded to on time and we’ve also seen a small improvement in how satisfied you’ve been with us after we’ve spoken to you. We know that when you get in touch with us, you just want your issue sorted and we work extremely hard to ensure that we respond as quickly as possible to your queries. 

Our team has been very busy in the last three months as we do everything we can to support you, and clearly this has had an impact on a couple of areas where we’ve been slower to get back to you than we would have liked.  

On social media, we aim to get back to you within two hours but our average slipped to two-and-a-half hours. We’ve also seen our email responses slow down too, taking an average of just under six days to get back to you. 

We understand how frustrating this can be, and we’re looking at ways which we can better manage the way we prioritise your queries regardless of which method you’re using.  

Almost 20,000 customers are now using MyHome to manage their accounts with us, with more than 3,000 people having downloaded our new app.  

Repairs 

When something goes wrong in your home, we know you just want it fixed, and we understand the frustration when repairs take a little longer to sort out. 

During winter we saw a spike in calls owing to the cold snap that saw temperatures plummet to –11 in some parts of the country. Our teams and contracting partners jumped into action to help customers with their boiler breakdowns and other cold related repairs.   

It’s great news then, that we’ve been able to keep to 90% of our appointments to make sure that when you need help, we’re getting the right people out to support you. 

We’ve seen a slight drop in our satisfaction score when it comes to repairs, and this is something we’re working hard on to make sure we’re addressing the issues you’re telling us about – if it matters to you, it matters to us.  

Complaints 

We know we don’t always get it right, and when something goes wrong, we want to support you with your complaints so that we can do our best to learn from our mistakes. 

It’s good to see that we’re responding to your complaints on time, as we understand how frustrating it can be to be kept waiting on something which is clearly very important to you. 

Unfortunately, we’re quite a bit below our target of achieving 60% satisfaction with our complaints. The way we approach your complaints is that we work with you to find out what’s gone wrong and take appropriate action based on what we find, but we appreciate that there are sometimes where we can’t meet your expectations.  

We know that following up on complaints quickly is important to you, so we’re working on speeding up our responses and what we’re doing to resolve your complaints so that you know what we’re doing to make things right.   

We’ll be back soon with our next set of Customer Commitments. 

Dave Lockerman, Customer Experience Director