We’re working hard to deliver a good service to tenants | Tenant news

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We’re working hard to deliver a good service to tenants

Between 1 April and 30 June 2021, our average overall satisfaction with repairs was 82%. During this time, your calls to our customer services team, Habinteg Direct, waited in a queue for less than 40 seconds (on average).

Earlier this year, we introduced a new phone system, to help us increase our efficiency when handling your calls and reduce the time you need to wait. This was especially important as despite the challenges of staff working from home during the pandemic, we wanted our customers to still receive a good standard of service.

The data below shows how Habinteg Direct performed during the first quarter of 2021/22. You can take a closer look at this data by clicking here.

We answered 7977 calls, we received 3118 emails, calls were in a queue for an average of 39 seconds, 4105 repair requests were raised

Interim Customer Services Manager, Ann Johal, said: “Our customer services team, Habinteg Direct, work hard to respond to your calls, emails and requests in a timely and efficient manner and we’re pleased to be able to support our customers via phone and email.

“We receive an average of 2,650 calls and just over one thousand emails per month. The Habinteg Direct team work to ensure that we respond to our customer’s requests in a timely and efficient manner.

We’ll be publishing more performance data from Habinteg’s other service areas in our Annual Report to Tenants 2021 in autumn’s Update newsletter.

If you’d like to get in touch with Habinteg Direct, please email direct@habinteg.org.uk or call 0300 365 3100.

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