Service Update 29 January 2024

29th January 2024

Service Update 29 January

Thank you for your patience last week, and for being understanding when our colleagues had to explain that things may take a little longer than usual.

Over the course of the week we took double the number of calls we usually take, and the number of urgent repairs reported was also much higher than usual – mainly due to damage caused by the stormy weather.

We hope things will be quieter this week, but it will take a little while for our technical colleagues and contractors to catch up on all the work reported. We’re working hard to get caught up as quickly as possible and thank you for your ongoing patience.

Very few people ring off without getting to speak to us, and our wait times are usually less than two minutes. If you need to report an emergency repair, you should always ring us in the first instance, but most other things like account queries or non-emergency repairs can be dealt with using our online MyAccount service.

When it comes to emergency repairs, we have 24 hour cover in place outside our usual office hours. Whilst you still ring the usual number, your call actually transfers to a specialist emergency call centre. We know the wait time out of office hours can be much longer than our usual service, but please stay on hold – the out of hours service knows you are there waiting and they will answer your call as quickly as they can.

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