Contact Hub service update – April 2026
Our Hub team continues to support a high number of enquiries while providing a reliable service for residents. Between January and March 2026, we handled 16,400 calls and achieved an 86.3% answer rate, exceeding our 85% target.
We also supported 339 live chats through our website, giving residents another quick way to get in touch when they need us.
We received 1,064 completed survey responses, with residents giving us an average overall satisfaction rating of 4.5 out of 5. All three survey questions were rated as ‘Good’. In addition, 880 residents left four- and five-star reviews, sharing positive feedback about their experience when contacting us.
Residents can now also leave voice notes as part of our post-call surveys. These comments are shared with the team and help us recognise what is working well, as well as review our service when we do not always get things quite right.
One resident recently told us:
The lady I spoke to was very informative, she was fantastic. I was very stressed before I spoke to her but the information she gave me put my mind at ease – thank you very, very much.
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 track progress, check your rent, make payments and update your details.
