3 September 2025 - Response times

Your request:  

You asked for the following information for the financial years 2021/22, 2022/23, 2023/24 and 2024/25:

1. The average call wait times for your customer service phone lines are each year.
2. The percentage of calls answered within your target time for each of those years.
3. The average response time for written correspondence (email, letter, or online submissions) in each of those years.
4. The percentage of correspondence responded to within the organisation’s target timeframe in each year.
5. The number of formal complaints received relating to delays, unanswered calls, or poor customer service, broken down by year.
6. If held, the department’s official service level targets for customer interaction (e.g., target wait time, target response time) and whether those targets were met in each year.

Our response to your request: 

a) & b) We do not measure or record call wait times for our customer service phone lines, so we do not hold information on the average wait times and have no related target, so do not  hold related performance information.

c) We aim to respond to 95% of general correspondence within eight working days and this is set out on our website.   Our response targets | Scottish Housing Regulator 

c) continued & d)We do not measure the average response times, however we do measure and report on the percentage of correspondence responded to within our target in our annual reports and accounts.  For ease, I have summarised the information you have requested which is published in our 2023/24 annual report and accounts and in our forthcoming 2024/25 Annual Report and Accounts which we will aim to publish by October 2025. 

e) We have not received any complaints relating to relating to delays, unanswered calls, or poor customer service in the timeframe you have asked for.  You can find out more about our complaints handling, including a summary of complaints we received, what we did with them and what we learned here: Feedback and Complaints | Scottish Housing Regulator

f) We have set out in a) to d) above our approach to recording, measuring and reporting on our targets and performance.