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Managing your complaints

We realise that sometimes we get things wrong and that you'll complain about a service you've received, or if you're not happy

with the standard of work we've carried out in your home. We always aim to resolve all issues when you first get in touch with

us. We received 309 complaints over the last 12 months.

Take a look at our complaints performance:

11

Our Customer Service Team are usually the first people

you'll speak to when you contact us, whether that's on live

chat, Facebook or over the phone. In the last 12 months, the

team took 105,844 calls, 2,224 conversations were had on

live chat, 5,247 enquiries were made through our website

and 600 of you got in touch with us on Facebook.

93.8% of you were satisfied with the service we provided,

which is great, thanks for your feedback. Our new My Home

self serve portal and app launched last year, and we've had

1,860 of you register with it so far. We're looking to develop

this and make it even better for you so watch this space.

Complaints responded to in target

Customers satisfied with the way the

complaint was handled

Customers satisfied they were kept

informed throughout their complaint

Average days to resolve a complaint

2017/18(%) 2016/17(%) 2015/16(%) Target (%)

93

56

56

17

89

65

54

12

92

59

55

9

90

75

No target set

No target set

CUSTOMER SERVICE TEAM

MEET YOUR

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