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

February 2026 results

Better customer service

We’re improving service to be more reliable, responsive and easier for customers to access.

What you can expect	We’ll answer your call quickly	We’ll respond to your complaint quickly	We’ll support customers experiencing hardship	We’ll support customers experiencing hardship
Our target	Average wait time: less than 4 minutes	Complaints resolved within 15 business days	Hardship grants provided (total so far)	Customers in our hardship programs
February 2026	33 seconds	70%	$62,721.97	5810
January 2026	55 seconds	78%	$56,473.20	5,908

What you can expect	We’ll answer your call quickly	We’ll respond to your complaint quickly	We’ll support customers experiencing hardship	We’ll support customers experiencing hardship
Our target	Average wait time: less than 4 minutes	Complaints resolved within 15 business days	Hardship grants provided (total so far)	Customers in our hardship programs
January 2026	55 seconds	78%	$56,473.20	5,908
December 2025	16 seconds	85%	$53,260.74	6,124
November 2025	2 minutes 50 seconds	69%	$47,622.95	6,057
October 2025	1 minute 53 seconds	85%	$36,386.48	5,525
September 2025	1 minute 50 seconds	71%	$27,300	5,527
August 2025	2 minutes	80%	$22,420	5,305
July 2025	1 minute	85%	$14,722	5,264

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	We’ll process and issue information statements promptly	We’ll process property ownership changes within a bill cycle	We’ll process tenant changes promptly
Our target	Within 10 business days	Within 90 days	Within 30 days
February 2026	99%	97%	96%
January 2026	99%	96%	96%

What you can expect	We’ll process and issue information statements promptly	We’ll process property ownership changes within a bill cycle	We’ll process tenant changes promptly
Our target	Within 10 business days	Within 90 days	Within 30 days
January 2026	99%	96%	96%
December 2025	97%	98%	96%
November 2025	95%	98%	96%
October 2025	96%	95%	96%
September 2025	96%	93%	98%
August 2025	95%	94%	98%
July 2025	93%	90%	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	Work on the new bill format is progressing through final testing. The updated format will be introduced once testing is successfully completed.
We’ll bring back SMS bill reminder notifications	October 2025	SMS bill reminders will return in phases. The first phase will restart reminders for customers using direct debit in full once that service is available again.
Direct debit in full payments will be available again	December 2025	Key checks have been completed and system testing is underway. Once testing is finalised, we will begin inviting customers who previously used direct debit in full to resume this payment option.
Most customers will receive their bill on time	December 2025	Completed. Most customers receive their bills on time (78.5%). Delayed bills are being progressively issued to return more customers to their normal billing cycle.

Find out more

Billing updates

Independent review of customer billing incident

Important customer update