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
November 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 November | How we did in October |
|---|---|---|---|
| We’ll answer your call quickly | Average wait time: less than 4 minutes | 2 minutes 50 seconds | 1 minute 53 seconds |
| We’ll respond to your complaint quickly | Majority resolved within 15 business days | 69% | 85% |
| We’ll support customers experiencing hardship | $300,000 in hardship grants provided to customers in 2025-2026 (total so far) | $47,944.36 | $36,386.48 |
| We’ll support customers experiencing hardship | Number of customers participating in hardship programs | 6,057 | 5,525 |
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 November | How we did in October |
|---|---|---|---|
| We’ll process and issue information statements promptly | Within 10 business days | 95% | 96% |
| We’ll process property ownership changes within a bill cycle | Within 90 days | 98% | 95% |
| We’ll process tenant changes promptly | Within 30 days | 96% | 96% |
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 | We’ve delayed the new bill format after finding issues in testing. We’re making improvements and will share the rollout date soon. |
| We’ll bring back SMS bill reminder notifications | October 2025 | We’re making sure SMS aligns with customer preferences and regulatory requirements so notifications can return soon. |
| Direct debit in full payments will be available again | December 2025 | Direct debit remains on track to return from December. |
| Most customers will receive their bill on time | December 2025 | Most customers continue to receive their bills on time (78%). For those waiting on delayed bills, we’ll begin sending them from December. |
