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Customer services

Here you can see how we are performing at providing customer services.

Quarter 1 - Contacting us

Contacting us – Quarter 1 (April to June 2020).

Performance – percentage of calls answered within the target of 60 seconds 87.4%. Percentage of dissatisfied customers contacts 87%. We will contact you if you are not happy with the completed work within 2 working days. We contacted 87% of customers who expressed dissatisfaction within our Rant and Rave satisfaction survey. On average it 2.3 days to do so.

Quarter 1 - Getting a home

Getting a home – Quarter 1 (April to June 2020).

Keychoice to process your application for housing within 3 days. (Keychoice is the housing application system used in the East). Between April and May 2020 it took an average of 3 days. In June 2020 it took an average of 19 days. BeWithUs to process your application for housing within 3 days. (BeWithUs is the housing application system used in the East). In April 2020 it took an average of 1 day. In May 2020 it took an average of 3 days. In June 2020 it took an average of 6 days. Number of new tenants moving into our rental accommodation who received an accompanied viewing was 82.4%.

Quarter 2 - Contacting us

Contacting us – Quarter 2 (July to September 2020).

Performance table to show what we will do, how it will be measured and the results for Quarter 2.

We will Answer all phone call within 60 seconds. We will measure this by the percentage of calls answered within 60 seconds. Results for April to September 2020 was 81%. We will let you know how long you are likely to wait before your call is answered. We will measure this by the percentage of callers advised how long they will have to wait within 30 seconds. Result for July to September 2020 was 100%. We will ask if you are satisfied and if you require any other help after. We will measure this by using the average customer satisfaction score out of 5 for customer services contact. (1 being the least satisfied, 5 most satisfied). Average score for April to September 2020 was 4.7. We will contact you if you are not happy with the completed work within 2 working days. We will measure this by the percentage of customers who scored 2 or less with satisfaction who were contacted about their response. The result for April to September 2020 was 84%. Despite the disruption caused by covid 19 we continue to answer most calls within 60 seconds. In July we amended our telephony system to ensure that callers are advised how long they will have to wait within 30 seconds of a call. An automated text is sent to all customers where we hold a valid mobile number in our housing management system the day before a scheduled repair. Between April and September 2020 we received nearly 7,000 pieces of feedback from customers following contact with our Customer Services Centre, scoring on average 4.7 out of 5 for satisfaction. We contact the majority of customers who scored a low level of satisfaction within 2 days on average.

Quarter 2 - Getting a home

Getting a home Quarter 2 (July to September 2020)

Performance table to show what we will do, how it will be measured and the results for Quarter 2. We will process your application for housing within 3 working days. We will measure this by using the average number of days to process an application. The results for April to September 2020 were 6.6 days. We will carry out pre-tenancy interviews. We will measure this by the percentage of new tenancies for rental accommodation which had a pre-tenancy interview. The result for April to September 2020 were 80.2%. We will acknowledge mutual exchange requests within 5 working days. We will measure this by the percentage of mutual exchange applications acknowledged or resolved or acknowledged within 5 working days. The result for April to September 2020 was 60%. We will make a decision on a mutual exchange request within 6 weeks. We will measure this by the percentage of mutual exchange applications wither approved or declined within 6 weeks. The result for April to September 2020 was 90%. Satisfaction – Average Rant and Rave score (out of 5). Satisfaction with sign up 4.85. Satisfaction with new home standard 4.22. We currently have two lettings systems, Be With US in the West and Keychoice in the East. Figures for how long it took to process an application combined for each. Keychoice (East) July 2020 – 5 days. August 2020 – 15 days. September 2020 – 13 days. Be With Us (West) July 2020 – 5 days. August 2020 – 10 days. September 2020 – 4 days. There were only 2 applications for mutual exchange received during the first quarter of the year. Both were acknowledged within 5 days, but one case took longer than 6 weeks to make a decision as we were awaiting approval by another landlord involved in the exchange. Within quarter 2 (July to September 2020) we had 8 applications and although not every case was acknowledged, a decision was made on each within 6 weeks. We continue to undertake pre-tenancy interviews with the majority of our tenants. Rant and Rave satisfaction results, our text message satisfaction survey, are for the period April to September 2020.

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