Customer service centre and repairs update

Here you can find information on how we are working to provide you with the best possible service. We update this information weekly so you can see how we're making progress.

Customer service centre

During the week of 10 September, there was an increase in the amount of calls from 4704 to 5554. There was a slight decrease in average wait time from 3 minutes 22 seconds to 3 minutes 12 seconds. Our first call resolution saw a 6% decrease to 53%. Recruitment is underway to fill current vacancies in order to improve our customer service levels.

• Increase in calls to 5554 per week
• average wait time 3 minutes 12 seconds
• 53% of calls were resolved first time

The current satisfaction rating for our repairs service is 82% and 80% of repairs are completed on the first visit.








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