Customer service performance

We have introduced Freephone telephone numbers for our Customer Service Centre - 0800 027 0072, and extended the opening times of our Customer Service Centre to Monday to Friday 8am - 10pm, Saturday 8.30am - 6pm.

We use the measures below to assess our performance and communicate this to you.

  • Calls Answered in November 2017

    During November 2017, our Customer Service Advisors answered 542,222 telephone calls.

    • Nov
      2017

    • 542,222
      calls answered

  • Responding to emails and web contacts in less than 48 hours

    During November 2017, we handled an increased number of emails and web contacts, with 91% answered within 48 hours.

    • 91%

    • 48
      HRS

  • Contact resolution

    During November 2017, 71% of all customer contacts were resolved first time.

    • 71% Resolved
      during first contact

  • Correspondence

    During November 2017, we resolved 97% of customers' letters in 5 days or less.

    • 97%

    • 5
      DAYS

  • Prompt response to Customer Queries

    At the end of November 2017, the average time for 2017 year to date that it took for a customer to get through to one of our agents was 111 seconds.

    • 110

    • 111 seconds
      on average
      to connect

  • Customer callback service

    A total of 135,581 customers used our free callback service during November 2017.

    • 135,581
      customers

  • In-home visits

    During November 2017, our Community Liaison Officers made 670 in-home visits to customers requiring additional support and advice.

    • 670
      in-home visits