Importance: MediumView other "Caring for our Customers, Assets and Neighbourhoods" indicators
31st Mar 2022
Our expectation (see Q3 commentary) that the Group-wide repairs appointment system would see an increase in 1st contact resolution has not occurred – possibly because of the backlog of repairs that continued to be worked on in Q4 and which drove phone contact. Connect is carrying out its annual ‘waste call’ analysis in Q1 to quantify the source of calls not resolved at 1st contact and will address those findings in the coming periods.
Our expectation (see Q3 commentary) that the Group-wide repairs appointment system would see an increase in 1st contact resolution has not occurred – possibly because of the backlog of repairs that continued to be worked on in Q4 and which drove phone contact. Connect is carrying out its annual ‘waste call’ analysis in Q1 to quantify the source of calls not resolved at 1st contact and will address those findings in the coming periods.
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