We’re answering your questions and solving your problems faster
calls from customers handled (2023-24: 332,000)
of calls answered within 50 seconds (2023-24: 50%)
queries raised on our digital platforms (2023-24: 15,276)
complaints received (2023-24: 4,688)
We handled 294,000 calls in 2024-25, fewer than the 332,000 handled in 2023-24, as we increased the services you can speak to colleagues about.
In the past, you would’ve had to make multiple calls if you had more than one query; we now resolve about nine out of ten queries in one call. Call surveys show that most of you are satisfied or very satisfied with how your query was handled.
More of you are choosing to go online to manage your home when it suits you. The number of queries raised through digital platforms doubled this year to 31,449, from 15,276 in 2023-24.
By offering more digital services, our Customer Services team is able to help customers who’d prefer to call us. This is helping us answer calls faster: three quarters of calls are answered within 50 seconds, compared with half of calls in 2023-24.
You’ll typically wait just over a minute to speak to someone, compared with nearly five minutes in 2023-24.
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Reducing complaints by better ways of working
We received 4,327 complaints, slightly fewer than 2023-24 (4,688), which we believe is the result of the positive impact of a number of improvements, including:
- Joining the Complaints team with the Customer Services team, so we identify problems earlier and act faster
- Doubling the number of colleagues handling complaints
- Bringing senior management and teams from across the business together to resolve complex cases
- Holding ‘lessons learned’ sessions to identify where we can improve.
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Adding more services to MyAccount
We added more services and functionality to MyAccount, our online customer portal this year.
As well as being able to pay rent and service charges and book a repair, you can now report antisocial behaviour and raise damp and mould issues.
You can also report a communal repair, find out when your estate is being inspected, apply for a mutual exchange and request a copy of your tenancy agreement.
And we’ve introduced live chat, so you can talk to one of the team online, rather than calling us.
