Communication improvements
You and your tenants may have noticed some changes in the look and feel of emails you receive from us lately. As part of our commitment to ongoing service enhancements, we've introduced new email designs, focusing more on how things look from the reader's perspective. For easier readability and an overall better experience, some of the updates we've made include:
Clarity
Making key details clear and easy to scan at a glance
Responsive design
Allowing readers to access information from the device of their choice
Dark mode availability
Reducing eye strain and blue light exposure, also ideal for low-light viewing
Convenient access
Offering supporting content and social media links for easier access to more information
This is an ongoing rollout that we're in the process of implementing across all our communication templates.
Website improvements
You told us you wanted more information to help navigate claims and disputes, so we restructured and expanded our website. Our new Deposit claims and disputes hub has resources and guidance, organized in a logical progression, making it easier to follow, find the information you need and make informed decisions.
Whether you're deciding if you should make a claim, preparing for a dispute, wondering how the dispute process works, or trying to avoid one altogether, the hub covers all this and more. And if you're looking for something it doesn't cover, let us know and we'll work to get it added in there.
Faster call answering and dispute resolution
When you reach out to us for help, we're handling your inquiries at a quicker pace. Our average speed to answer your calls in December was 18 seconds, down from 33 seconds in December 2024, and we're now responding to emails within 1½ days, down from 3 days over the same period.
We've also reduced the time it takes to resolve deposit disputes. In December our average time to adjudicate a dispute was under 13 days, over twice as fast as December 2024 (27 days).
We continually work towards improved turnaround times. Our goal is to get you the information you need swiftly, so it's one less thing to worry about and one more thing off your plate.