WE'VE CUT CALL QUEUE TIMES EVEN FURTHER SO YOU CAN REACH US QUICKER
YOU'RE now receiving even quicker responses to your calls after we slashed call waiting times thanks to feedback we received from you.
We know our Customer Experience Team is a vital service for you.
Last year alone, the team handled more than 109,593 contacts from customers.
Faster reponses...
You said: Customers want to get through quickly when they need help with repairs, payments, advice or urgent concerns.
We did: Between end of March 2026 and early July, we reported how we'd reduced your average call queuing time by more than 50%. Since then we've reduced your call wait time even further, now averaging just 2 minutes 34 seconds before an advisor gets to your call – instead of the average seven-minute wait time you experienced in 2025/26.
How: We achieved this by focusing on queue management and providing extra training/coaching for advisors.
“Our Customer Experience Team (CET) is at the heart of how we support you.” Liam Radford, Assistant Director of Customers said.
“Whether you’re reporting a repair, asking about your rent, raising a concern or simply looking for advice, CET is often the first team you speak with.
“Their role is to support every customer to have a positive, informed and consistent experience — no matter how big or small your needs are.
“We’re pleased to be making changes that enhance your customer experience customer experience.”