Our customer contact team answered 17,391 calls in the first part of the year (April – September 19). This compared to 18,524 in same period the previous year. We helped an average of 72% of our tenants solve their issues without the need to be transferred to another department.
We undertook a lot of work to help us understand the various reasons tenants would phone us, and how we could help them resolve their queries without needing to call in. We will review this as we work to continually improve the service to tenants and residents, and give them further options to contact us.