Pledge 6.

We will acknowledge all formal complaints within 5 working days. - 96.90%

We will aim to answer phone calls to our Platform Customer Contact Hub within 5 minutes. - 95.74%

We will aim to respond to all final review complaints within 20 working days of the Stage 2 complaint acknowledgement date. - 71.60%

We will aim to respond to all formal complaints within 10 working days of the Stage 1 complaint acknowledgement date - 71.40%

We will give you 24/7 access to report emergency repairs via our Platform Customer Contact Hub. - 100.00%

We will give you access to report routine repairs and make service requests 24/7 via our online customer portal. - 100.00%

We will make our services accessible through a range of reasonable adjustments such as translation services and alternative formats (e.g. large print, Braille). - 100.00%

We will reply to emails and online enquiries sent to our Platform Customer Contact Hub within 3 working days. - 100.00%

Pledge 5. We will listen, keep you informed, and work with you to shape our services

Platform Pledges

Pledge 1. We will provide you with a range of support