My Service
Search the Incommunities website
My Service
We know that there's lots more work still to do, but here are some of the 'My Service' improvements that we've made in the last six months (Q1 & Q2 2025)
As of September 2025, these are some of the key measurements related to My Service.
69% of you were satisfied with the overall service provided by Incommunities.
100% of stage 1 complaints were responded to within complaint handling code timescales.
78.2% of you were satisfied with the most recent repair we completed at your home.
Take a more detailed look at our measurements for My Service performance, including a comparison of the measurements over time.
Discover what we've been doing to improve the services we provide.
Repairs
Repairs scrutiny - We've held sessions with customers to take a closer look at our repairs service. You gave us honest, helpful feedback about what's working and what needs to improve. We've already acted on some of your ideas - for example, we made our repair text messages simpler straight after the first session. More improvements are on the way, including how we manage repairs, timescales, and staff training.
Feedback - You told us it should be easier to share your thoughts after a repair. Now, everyone who's had a repair can fill in a quick online survey. Your feedback helps us understand what's going well and where we can do better.
We're also fixing things right the first time more often. Our new system helps us understand the problem over the phone, so we can send the right person to the job. That means quicker, better repairs for you.
Supporting customers
Between March 2025 and April 2026 our Money Matters team helped 4,037 customers with the rising cost of living.
- £1.66 million in extra income secured for customers
- 1,396 customers supported with emergency support for heating and food
- 300 hampers and gifts given to customers at Christmas.
We also introduced Tenancy Coaching to provide early, personalised support. So far, we've supported 142 customers who asked for help with rent arrears, money worries, health challenges and maintaining their home. By stepping in early, we can stop problems getting worse and help keep homes safe and secure.
