Contact Hub service update – December 2025
Between April 2025 and November 2025, colleagues in our Hub answered over 40,700 calls (40,702). This means we exceeded our target of answering at least 85% of calls, achieving an 89% answer rate.
During this time, we also received 14,241 emails and replied to them within our target of five working days. Our team also supported 603 live chats, which is available on every page of our website.
We sometimes send a short survey to residents after a call to check how we’re doing and where we can improve. Between April and November, residents gave us 507 four- and five-star reviews. Your feedback really helps us understand what matters most to you, and it means a lot to our colleagues who work hard to give you a positive experience.
One resident recently shared this lovely compliment:
Keep up the good work…finally a great customer experience after such a [rubbish] 18 months homeless you have spoken with respect. Thanks.
If you need to speak to us, you can call 0330 343 0016. For repairs, the quickest option is through your My Settle Portal online account, where you can also follow the progress of a repair, check your rent, make payments and update your details.
