We aim to provide our customers with an excellent service, but sometimes things can go wrong. We take complaints very seriously, so if you are not happy with our service we will do our best to put things right.

Our complaints procedure is available here.

Last month, we processed 89 complaints taking an average of 8 days to complete.

Every month, we have tens of thousands of contacts with our customers – face to face, over the phone, through our website and email or by post.

Many customers find the easiest way to get in touch with us is by phone. Our contact centre is open from 9am-6pm with peak times between 10am-12pm and 1pm-3pm. 

Last month, our contact centre handled 34,442 calls with an average answer time of 274 seconds.

69% of all our email contact is in regard to moving house.  

Last month, our contact centre processed 7,196 emails taking an average of 4 days to complete.

We aim to respond to customer call-outs and complete initial site-based assessments as soon as possible.

Once a site based assessment is complete we can begin repairs. More information on repairs timescales is available here.

Last month, we took an average of 7 calendar days to attend customer call-outs.