How we handle your calls
Top facts
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The team who can
Our customer service team is dedicated to dealing with your call as quickly and effectively as we can. We deal with more than 10,000 calls a month, and manage to resolve issues without passing you around from phone to phone in the vast majority of cases.
Monthly ingoing and outgoing calls from the last year are shown below.
Cutting the wait
We know that you don't want to be kept waiting when you call so we are now working to answer your calls in less than 20 seconds. You can see how we've improved our waiting times over the last year in the graph below.
Keeping your calls
We measure how many people hang up before being connected to an advisor. We now aim for less than 7% of customers hanging up.
Resolving issues at first contact
We aim to be a one-stop-shop so your call doesn't get passed around. Our target is to resolve more than 85% of calls at first contact.
Opening hours
We have two offices in Basingstoke and Fleet, where the reception areas are open from 8.30am until 5pm (4.30pm Fridays), while our phonelines are open until 5.30pm (4.30pm Fridays).
