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 September 2017

    During September 2017, our Customer Service Advisors answered 497,214 telephone calls.

    • Sep
      2017

    • 497,214
      calls answered

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

    During September 2017, we handled an increased number of emails and web contacts, with 94% answered within 48 hours.

    • 94%

    • 48
      HRS

  • Contact resolution

    During September 2017, 72% of all customer contacts were resolved first time.

    • 72% Resolved
      during first contact

  • Correspondence

    During September 2017, we resolved 94% of customers' letters in 5 days or less.

    • 94%

    • 5
      DAYS

  • Prompt response to Customer Queries

    At the end of September 2017, the average time for 2017 year to date that it took for a customer to get through to one of our agents was 109 seconds.

    • 110

    • 109 seconds
      on average
      to connect

  • Customer callback service

    A total of 114,625 customers used our free callback service during September 2017.

    • 114,625
      customers

  • In-home visits

    During September 2017, our Community Liaison Officers made 664 in-home visits to customers requiring additional support and advice.

    • 664
      in-home visits