Service performance update
As part of our response to the independent review into the billing incident, we’ve set clear, measurable targets as we restore the services you expect from us.
These service measures are part of our broader commitment to provide fair, reliable and timely services for all our customers.
What this means for you
These targets focus on making it easier for you to deal with us – whether that’s shorter wait times, faster responses or smoother account changes.
We know there’s more work to do, and these measures are one way we’ll stay accountable to you. We’ll provide monthly updates here so you can track our progress.
We’re taking a step-by-step approach to restoring services. Guided by Nous Group’s Community Report recommendations, we’re making sure changes are carefully planned, tested and introduced with customers front of mind. This way, we can better understand and manage any impacts as we go.
Our service performance
September 2025 results
Better customer service
We’re improving service to be more reliable, responsive and easier for customers to access.
| What you can expect | Our target | How we did in September | How we did in August |
|---|---|---|---|
| We’ll answer your call quickly | Average wait time: less than 4 minutes | 1 minute 50 seconds | 2 minutes |
| We’ll respond to your complaint quickly | Majority resolved within 15 business days | 71% | 80% |
| We’ll support customers experiencing hardship | $300,000 in hardship grants provided to customers in 2025-2026 (total so far) | $27,300 | $22,420 |
| We’ll support customers experiencing hardship | Number of customers participating in hardship programs | 5,527 | 5,305 |
Back to reliable service levels
We’re working to make sure customers receive timely information and services when they need it.
| What you can expect | Our target | How we did in September | How we did in August |
|---|---|---|---|
| We’ll process and issue information statements promptly | Within 10 business days | 96% | 95% |
| We’ll process property ownership changes within a bill cycle | Within 90 days | 93% | 94% |
| We’ll process tenant changes promptly | Within 30 days | 98% | 98% |
Getting billing and payments back on track
We’re restoring services step by step, carefully testing each stage to manage impacts for customers.
| What you can expect | Our target | Our progress |
|---|---|---|
| Your bill will be clearer and easier to read | September 2025 | The new bill format was slightly delayed to complete final testing and we expect to roll it out in October. |
| We’ll bring back SMS bill reminder notifications | October 2025 | Work is underway to improve the reliability of SMS reminders. We’ll provide a progress update next month. |
| Direct debit in full payments will be available again | December 2025 | Direct debit remains on track to return by December. |
| Most customers will receive their bill on time | December 2025 | In September, 78% of accounts were issued on time, so most customers received their bills when expected. |
