We’re currently experiencing some challenges in the way we’d like to deliver our service to you – which is affecting our repairs, complaints and contact centre services.

We’d like to apologise if you’ve been affected recently and had to chase us in relation to any queries. We understand that these delays are frustrating, and we’re working hard to keep you updated and find solutions to improve services and your experience.

What’s causing these delays?

In December, we updated you on supplier delays and shortages in contractors, which is impacting our repairs service. As we move into 2022, we’re still experiencing delays with sourcing materials, which enable us to fix repairs in your home and communal areas.

These delays have caused an increase in calls to our contact centres meaning you may experience longer call waiting times when you contact us. The teams are working hard to answer all calls, prioritising safety related repairs, and processing your query or repair as quickly as possible.

These delays have caused an increase in queries and complaints too, which has also increased the time it takes for us to get back to you. We know you want to be kept informed and we’ll work with you to improve your customer experience by keeping you updated right through to resolution.

Next steps

Providing good services to everyone and getting closer to our customers is one of our top priorities. We’re currently:

  • Increasing call centre capacity so we can answer more calls
  • Enhancing contractor capacity so we can increase the number of repairs and decrease repair waiting times
  • Working with you to offer you resolution to your complaints and queries within a much more satisfactory time scale.

We’ll continue to keep you updated and work with you to find solutions quickly.

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