Read our latest Customer Annual Report

Our latest Customer Annual Report for the 2023/24 financial year is now available for you to explore here. 

This year’s report is shaped by what you’ve told us you want to know more about. Following your feedback, we’ve developed a fresh and more modern look and feel. It’s accessible and interactive with videos that feature some customers’ lived experiences in their homes.

We‘re keen to hear your thoughts on the report, so as you read through you’ll find clickable links to share your feedback.

Some of the key headlines from this year's report include: 

• Our Contact Centre handled 189,242 calls, 60,760 emails and 17,257 live chats. You rated our contact centre advisors very highly, with 96% saying they are polite, friendly, helpful and knowledgeable 
• This year we’ve answered 91% of calls into our contact centre, while call wait times reduced from an average of six minutes (2022/23) to one minute 37 seconds 
• We now have over 23,000 customers signed up to the MyAster portal and 94% of you say it’s easy to use.

Here’s an Infographic snapshot of the report's highlights and you can view our full report here.