How are we getting on with our services?

Performance information from the 1st July to 30th September 2023

We have a customer app so that you can check your rent balance and make rent payments. 

How we're doing

app registrations & transactions


There were 1998 registrations and transactions through our app, 15 more than last quarter.

social media


We responded to 2501 queries on social media and live chat, 1471 more than last quarter.

Percentage of all contacts with customers that are initiated digitally

39 %

39% of transactions initiated by customers were digital in the last quarter, an 8% rise from the last quarter.

How we're improving

  • To increase the number of customers using our app, our customer service and support team have been promoting our mobile app withe customers over the phone. 
  • We launched a new system to manage our inbound contacts from customers, we are now able to provide the same level of service to all customers, whether it's via email, phone call or social media. 
  • Please note we now use a new reporting system to look at how many enquiries we have responded to over social media and live chat and this means the figure above now only includes private messages on social media.

We will provide a range of ways to get in touch. offering support over the telephone and online 8 am – 6 pm Monday to Thursday and 8 am – 5 pm on a Friday, plus access to your account 24 hours a day, 7 days a week via our app. 

How we're doing

calls picked up

46 %

We picked up 46% of calls within target time a 15% increase on the last quarter.

social media responses

100 %

We responded to 100% of messages on social media within target time of 2 working days, equalling last quarter.


55 %

We picked up 55% of Live Chat enquires within the target time last quarter. This figure has reduced by 41% on last quarter. However, we have also reduced our target time by by 50%.

How we're improving

  • We will give you a date and time to get back to you and we will get back to you when we say we will. 

How we're doing

priority call backs

54 %

We responded to 54% of priority call backs within 24 hours, equalling last quarter

resolving queries


Customers scored us 3.2 out of 5 for resolving their query to their satisfaction, equalling last quarter

How we're improving

  • Following a suggestion from the Customer Offer Panel for managers to be able to listen to calls and give feedback to colleagues. We have launched a telephone system which allows us to do exactly this and much more! The Customer Service and Support Team Leaders are now able listen to their team’s calls, score their call and give feedback.