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Customer services

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

Performance is reported on a quarterly basis, however satisfaction with sign up and the new home standard within the getting a home section are both reported twice a year. We report performance against our service standards where we are able to.

2021 – 2022

Contacting us

Quarter 1 - Contacting us
Our Customer Contact Centre is still experiencing disruption due to staff absences relating to sickness or the requirment to self-isolate as a result of Covid-19.  We are no longer able to report on the proportion of callers advised how long they will have to wait for their call to be answered within 30 seconds.  We will now be reporting satisfaction with customer services contacts every 6 months, with performance next to be reported for quarter 2 (July to September 2021) in November 2021.  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.  We contacted the majority of customers who scored a low level of satisfaction in the Rant and Rave satisfaction survey, our text message survey, within 2 working days, making contact within 1,5 days on average.

Click to enlarge – Customer Services

Getting a home

Quarter 2 - Getting a home
We currently have two letting systems: Be with Us in the West and Keychoice in the East. Figures for how long it took to process an application are combined for each. Keychoice (East) April 2021-4.75 days May 2021- 6.6 days June 2021-8.8 days Be With Us (West) April 2021-4 days May 2021 - 4 days June 2021-5 days Over the first quarter of 2021/22, covering April to June 2021, we processed over 4,000 applications for these two lettings systems. In May 2021, we started to let a number of properties on our own website. We received a high level of applications for these and the Lettings Team have needed to process these along with the applications for the other two lettings systems, which has increased the average time to process an application. We are now working to clear the backlog and reduce the time taken to process applications. We continue to undertake pre tenancy interviews with the majority of tenants. We are no longer able to report performance on acknowledging and processing mutual exchange performance due to a fault identified during a recent audit.

Click to enlarge – Getting a home

2020 – 2021

Contacting us

Quarter 4 - Contacting us
Despite the disruption caused by Covid-19 we continue to answer most calls within 60 seconds. On calls that were not, the customer was advised of the likely length on time before their call would be answered. In July we amended our telephony system to ensure that this is now acknowledged within 30 seconds on all calls.  A 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.  Over the year we received over 14,000 pieces of feedback from customers following contact with one of our Customer Services Centres, scoring on average 4.66 out of 5.  We contacted the majority of customers who scored a low level of satisfaction within 2 days, making contact within 1.9 days on average.

Click to enlarge – Contacting us – Quarter 4 (January to March 2021)

Quarter 3 - Contacting us

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 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.

Getting a home

Quarter 4 - Getting a home
We currently have two letting 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)  January 2021 - 4 days  February 2021- 6 days  March 2021-3 days  West) Be With Us (  January 2021-1 day February 2021- less than 1 day March 2021-less than 1 day  We continue to undertake pre tenancy with the majority of tenants.  We are no longer able to report performance on acknowledging and processing mutual exchange applications due to an issue identified during a recent audit.

Getting a home – Quarter 4 (January to March 2021)

Quarter 3 - Getting a home

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 - 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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