Making contact

Our customer services team has had an exceptionally busy year, and whatever you’ve needed us for, we’ve done everything we can to help.

During 2022-23, our team handled more than 370,000 customer queries.

customer queries dealt with in 2022-23

Overall customer services satisfaction score

In the last year, our focus has been on trying to provide right-first-time support to customers, and to make sure that we fully understand your issues when you speak to us, whether that’s on the phone, online or via email. We’ve rolled out lots of training to the team, so that when you tell us about complicated issues such as damp and mould, we know how to help right away.

Sometimes, this means that we have to spend more time on the phone with customers to get as much information as possible. which, unfortunately, increases waiting times. We know that this is incredibly frustrating, especially when you just need to speak to someone, and we appreciate your patience and understanding when you’ve been waiting.

If you haven’t got time to wait, don’t forget that you can use MyHome to report issues to us whenever you want. Just log-in or sign up here.

Despite these challenges, we’re really pleased that our right-first-time numbers have been increasing month-on-month, meaning that we’re doing what we can to resolve the issues you’re telling us about in a single contact. In 2022-23, we were able to deal 72% of all enquiries without having to pass customers on to another part of our business.

We’re also pleased to see that our live-chat feature has also seen month-on-month increases, giving customers another channel to speak to us without having to phone us up and leaving them free to do something else while they wait for an answer.