Providing a first class customer service
We’re dedicated to providing you with a high level of service and we’re working towards achieving at least 90% overall customer satisfaction. Over 38,000 people live in our homes and in 2018/19 88.3% of you were satisfied overall with our services. This is an increase of 1% from 2017/18.
83.5%
of enquiries resolved at first contact, so your query is resolved quicker. This is above our target of 80%!
77.2%
satisfaction with new homes
(target 85%)
89%
of complaints resolved at the first stage of our complaint procedure
Customer service
Our advisors in our customer contact centre are committed to helping you. Last year they resolved 83.5% of enquiries at first contact which is above our target of 80%.
In 2018, we set up a dedicated customer service Twitter account, @asknetworkhomes, which is monitored Monday to Friday, 8am to 6pm by our team of customer service advisors ready to respond to your enquiries. This makes it easier for you to contact us.
Complaints
We welcome complaints as a valuable form of feedback about our services.
The number of complaints we received this year went down compared to the previous year and we successfully resolved 89% of these complaints at the first stage of the complaints procedure.
If a resident is not pleased with the outcome of our complaints process, they can take their complaint to the Housing Ombudsman,a service set up to resolve disputes between tenants or leaseholders and social landlords. This year, the Housing Ombudsman received 31 enquiries from our residents, resulting in 10 investigations. From these enquiries they found in favour of the resident in two of the investigations. On average the Ombudsman finds fault with the landlord in 37% of cases.
During 2018/19, we responded to 59% of our complaints on time. This is much lower than our target of 90% and an area of our service we need to improve. One of the changes we’ve made is to reduce the number of stages in our complaints process. From 1 April 2019, we no longer have stage 3. Instead, if you’re not happy with the Stage 2 decision you can take your complaint to the Housing Ombudsman and we’ll advise you on how to do this.