An update from our Contact Hub – how we respond when you contact us
Between April 2024 and March 2025, colleagues in our Hub answered almost 70,000 calls (69,950), above our target of 85%. The average wait time has also improved to 5.5 minutes.
We replied to over 20,790 emails and continued to meet our target of responding within five working days. We’ve responded to 819 live chats over the year and completed 174 video calls during this time.
We’re always looking for ways to improve your experience. Based on resident feedback, we’ve refreshed the short survey we sometimes send after a call. These quick surveys help us understand how we’re doing, where we can improve — and give us a chance to celebrate colleagues who provide a great service.
We know that getting things right the first-time matters. That’s why we’re continuing to focus on ‘first contact resolution’ – making sure colleagues in the Hub have the training, support and information they need to resolve issues straight away wherever possible, working closely with teams across Settle.
Remember, the fastest way to report a repair is through your My Settle Portal online account – especially during the colder months when phone lines tend to get busier. You can choose your own appointment time for many types of repairs. You can also speak to us via Live Chat, which is available on every page of our website.
