Customer service centre and repairs update

Last updated: 23 May 2018

Here you can find information on how we are working to provide you with the best possible service. The customer service performance is measured on a week by week basis.

During the week of 14 May, calls increased from 3732 to 4127. Our call waiting times went down from 47 seconds to 39 seconds. Our first call resolution saw a 1 % decrease to 74%.

  • Increase in calls to 4127 per week
  • Average wait time 39 seconds
  • 74% of calls were resolved first time.

 

 

Graph to show number of calls

 

percentage of calls resolved first time

 

Average wait time 14 May
Percentage of abandoned calls

 

Repairs

Performance date for repairs is reviewed on a weekly rolling basis.

368 (98.4%) of routine jobs raised in May have been completed in target.  6 (1.6%) have been completed outside of the target

521 (97.57%) of emergency jobs raised in May have been completed in target. 13 (2.4%) have been completed outside of the target.

A further 943 jobs are due for completion.

Emergency repair 20 May

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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