A message from our complaints team about the Trust's response to calls over the cold period and in particular the weekend of 17-18th December.
Over the weekend of 16-17th December, the call wait times were sometimes very long.
Whilst we do not find this acceptable, we (and many other social landlords) were experiencing unprecedented high volumes of calls due to the extreme weather.
Unfortunately this impacted on our ability to answer calls as quickly as we normally do.
We are investigating the matter and will look to learn lessons to reduce the risk of this happening again.
We appreciate your understanding and patience at this time.
The Complaints Team