Out of Hours and Life24 

We asked customers about their experiences of our Out of Hours and Life24 services to find out what works well and what could be better. You shared your feedback through surveys and focus groups. Your views are helping us improve these services and plan future changes. 

Your voice 

Customers told us that Out of Hours issues are not always resolved first time, with some customers needing to contact us again or chase for updates. You also highlighted the importance of clear, consistent communication and better coordination between teams and contractors. Life24 customers particularly highlighted the importance of reliability, reassurance and receiving help when it is needed. 

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Your impact 

Your feedback has helped us understand where the Out of Hours customer experience works well and where it needs to improve. It has highlighted first-time resolution, communication, coordination and reliability as important areas for our review. 

What we’ve done 

We’ve looked at your comments alongside complaints and service information, as well as feedback from colleagues and contractors. This has helped us better understand your experience and identify where delays happen, where customers need to contact us more than once, or where information is not consistent. 

What we’re doing 

We’re using what we’ve learned to improve our Out of Hours services, including emergency repairs, housing, Life24 and homelessness support. We’re looking at how these services can work better together, so customers get clear communication, know who is helping them, and have their issues sorted out more quickly.

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What’s next 

What we’ve learned will help us improve our Out of Hours service. We’ll test new ideas and improvements, and we’ll continue to involve customers and colleagues along the way. We’ll also keep customers updated on any changes we make because of their feedback. 

Thanks to everyone who took the time to provide feedback for this. 

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