Q2 2023/24
(Jan-Mar 24)
New Homes Provided
84
New homes into contract
153
New sales
completed
CustomerContact
5,052
5,052
Calls received
4,510
4,510
Calls answered
52%
52%
Resolved at
first contact
Answered in less than 60 seconds
108
108
seconds Average wait time
1,372
1,372
Customer Tickets Generated*
9 |
Webchats answered
2.2
2.2
minute average answer time for web chats
* incoming customer contact, usually by email
Complaints
5
Stage 1 complaints received
75%
75%
Stage 1 complaints acknowledged in timescale
70%
70%
Stage 1 complaints responded to in timescale
100%
100%
Stage 2 complaints received
100%
100%
Stage 2 complaints acknowledged in timescale
100%
100%
Stage 2 complaints responded to in timescale
34
34
Complaints upheld
1
1
Generated Complaints to Housing Ombudsman
Customer satisfaction
4.5
star
Average Trustpilot score
in the quarter
4.5
star
Trustpilot score at the
end of the quarter
Looking after our homes
96.%
96.%
of property units with up to date Fire Risk Assessment check (Freehold)
93.7%
93.7%
of property units with up to date Fire Risk Assessment check (Leasehold)
82%
82%
Managing Agent performance
1
1
Fire Risk Assessment – high risk remedial actions outstanding beyond 3 months (Freehold)
0
0
Health and Safety – high risk remedial actions outstanding beyond 3 months (Freehold)
Customer Feedback, Complaints and Service Improvements
Quarter 2: January to March 2024.
As our Customer Feedback and Complaints Policy says, it’s important to us to know what our customers think. If we’ve got something wrong, we want to know, and do what we can to put it right. When things have gone well, we’re equally keen to hear positive feedback. In both cases, we will share this with colleagues and managers, and learn and improve our services.
Heylo welcomes feedback in the form of both complaints and compliments as a means of improving services, developing staff decision-making and customer engagement, giving senior staff an insight into front-line operations, and improving our landlord and resident relationship.
Between January and March, we received 15,746 contacts from our customers and 345 satisfaction survey responses.
5,052
Calls to contact centre
88
Web chats
5,578
Direct Calls
4,995
CRM Contacts
345
Survey Results
33
TrustPilot Reviews
