How we respond when you contact us
The Hub aims to answer 85% of calls that come in. Between April and September 2024, we exceeded this goal, achieving a 90% answer rate. Currently, we’re maintaining a rate of just over 88% for the year. We’ve also been responding to emails within our target of five working days.
With the colder weather approaching, we expect an increase in resident inquiries related to repairs and support from Settle.
To help manage demand during this busy period, we encourage you to report your repair through our website where you can pick your own appointment date and time. You can also use Live Chat, available in the bottom-right corner of every page on our website.
If you need to speak with us, you can call us on 0330 343 0016. Remember, we offer a callback service, so you don’t have to wait in a queue. The average wait for a call back is less than 10 mins and since May, 100% of callbacks are completed within 30 mins.
From time-to-time, we may ask for your feedback via text or email after a call. We value your input and use it to improve our services. Our colleagues also love hearing compliments when they’ve provided great service and were delighted to hear one from this resident who said:
“Thank you. I have always found the service team extremely helpful, knowledgeable, and relatable. In this case, it was exceptionally helpful. Please pass on my appreciation to them.”
