How They’re Really Doing — And What This Means for Their Latest Strategy
GreenSquareAccord has just released yet another shiny three-year customer strategy, this time rebranded as a bold 2025–2028 vision. But before anyone buys into the glossy narrative, let’s pause and ask: what have the last two years actually delivered for residents?
If we go by their own Key Performance Indicators (KPIs), the answer is mixed. On paper, there are improvements — but scratch the surface and a much more troubling picture starts to emerge.
The Illusion of Progress
GreenSquareAccord has made a big song and dance about the many millions it claims it will be investing in our homes over the next year. But this isn’t a success story — it’s a symptom. The housing stock has become so dilapidated that repairs are skyrocketing. When homes aren’t being sold off, the cost of maintaining them rises sharply. Their own figures back this up.
I’ve compared Q1 of 2022 with Q1 of 2025. This isn’t just a helpful look back — it’s essential context for their new three-year plan. And I, like many others, don’t hold much faith in it.
Take the recent emergency lighting issue. It’s a perfect example of why these stats can’t be taken at face value — and why trust between residents and GreenSquareAccord is so fractured.
According to an official GSA document, the cleaner is tasked with tidying up and reporting issues. But through no fault of his own — he doesn’t speak a word of English — it’s clear he isn’t reporting faults. He certainly didn’t report the absence of lighting on the top floor, which had been out for at least two weeks, according to some residents. Meanwhile, other GSA contractors were on site inspecting the roof and — presumably — other issues. Yet nothing was raised.
When I called the 24-hour out-of-hours line to report the lighting, I was told someone might come — and if not, to call back. No one came that night. So how was that call recorded? Was it even logged?
The next day, I called again, and this time someone did attend but was unable to gain access, so they left a card. It stated that if they didn’t hear back in three days, they’d assume the job was resolved and would close it. So, is that showing as a repair completed within 24 hours? Is it logged as a successful first-time fix?
By day three, I called again. Still no resolution. By this time I had uploaded videos across YouTube, LinkedIn, X, and Facebook — and alerted the local fire brigade and Oxfordshire County Council — that action was finally taken. The videos had a major impact, with over 2,000 views on YouTube alone — not counting other platforms.
Then came the email from our home ownership officer, David Luscombe, certified by the Chartered Institute of Housing. His message read:
"I understand the Oxfordshire Fire Service attended Mooring Christian House over the weekend... [abridged]... The electrician stayed on site for half an hour to monitor and found no further issues. If you have any questions, please let me know." - David Luscombe MTPI, CertCIH Home Ownership Officer
What’s missing? Any form of accountability. Any acknowledgment of the multiple earlier reports. The only record they seem to have is the one made by the Fire Service.
If that's how they’re tracking incidents, how can any of the stats be trusted?
This response from David Luscombe fails to acknowledge or apologise for the seriousness of the incident. There is no recognition of the danger residents faced or of the fact that the Fire Brigade had to intervene due to inaction. GreenSquareAccord was reportedly unaware of the issue until emergency services flagged it—despite it being raised three times previously. The tone lacks urgency, empathy, or any accountability for the clear failure in both communication and response.
Perhaps he should take his training from Oxford County Council rather than the Chartered Institute of Housing!
So Let’s Look at the Stats
I’ve compared January, February, and March of 2023 and 2025 side by side using GreenSquareAccord’s own KPI reports. The figures show a mix of modest improvements, persistent failings, and worrying new trends.
But the numbers alone aren’t the problem — it’s what they don’t show that’s even more revealing.
GreenSquareAccord Performance: January 2023 vs January 2025
As part of our ongoing commitment to transparency and scrutiny, here’s a breakdown of how GreenSquareAccord performed in January 2025 compared to January 2023 — across customer service, repairs, and complaints.
Customer Contact Centre
Customer experience at the front line remains a mixed picture.
Call wait times have likely improved, dropping to 1 minute 15 seconds (from an unreported figure in 2023).
However, only 51% of calls were answered within two minutes — down from 63%, suggesting slower response once a caller is in the queue.
Emails received dropped significantly from 7,235 to 4,892, and the average email response time remained unchanged at 4 days.
Conclusion: Some signs of quicker call handling, but falling responsiveness overall.
Repairs
There’s clear improvement in the delivery of repairs — but rising demand could be straining the system.
Routine repairs completed within 28 days jumped from 55% to 93%, a major improvement.
Fixing issues on the first visit rose from 80% to 91%, while emergency repairs completed within 24 hours nudged up from 97% to 98%.
Reported repairs increased from 5,656 to 7,648, and completed jobs rose from 4,451 to 6,757.
Despite all this, customer satisfaction stayed static at 90%.
Conclusion: Big boost in performance and output, but satisfaction has plateaued.
Complaints
The most dramatic changes are in the complaints data — and not for the better.
Complaints tripled, from 149 to 471.
Although 100% were responded to on time, the percentage upheld fell from 76% to 66%, while not upheld complaints doubled (9% to 19%).
Incomplete actions were cited in 14% of cases — nearly triple the 2023 figure.
The main cause — delays and service failure — remained unchanged at 55%.
Communication issues, however, were cited in only 21% of complaints, down from 36%, possibly indicating progress in that area.
Conclusion: While the organisation may be getting faster at closing complaints, trust and accountability appear to be declining.
Summary
January 2025 shows a housing provider trying to catch up with rising demand — but falling short on communication, consistency, and complaint resolution. Improvements in repairs are welcome, but the tripling of complaints, coupled with a drop in upheld cases, raises serious questions about internal systems and resident satisfaction.
GreenSquareAccord Performance: February 2023 vs February 2025
This month’s comparison shows a mixed bag of results. While some operational improvements are clear, they’re overshadowed by a dramatic rise in complaints and declining responsiveness at the front line.
Customer Contact Centre
Performance at the contact centre declined overall.
Customer satisfaction inched up from 79% to 80%, a minor improvement.
However, average call wait time was reported for the first time — a worrying 4 minutes 6 seconds, with just 42% of calls answered within two minutes (down from 51%).
Emails received rose from 5,937 to 6,316, and response time improved slightly from 5 to 4 days.
Conclusion: Despite better satisfaction scores and quicker emails, phones remain a serious weak spot.
Repairs
This area shows the most progress, with significant gains in output and timeliness.
Routine repairs completed within 28 days surged from 53% to 83%.
First-time fixes increased from 82% to 89%.
Emergency repairs within 24 hours improved from 95% to 98%.
Reported repairs nearly doubled (4,851 to 9,500), while completed jobs more than doubled (3,824 to 8,045).
Customer satisfaction with repairs rose modestly from 86% to 88%.
Conclusion: Big investment in repairs is delivering results — but pressure is clearly mounting.
Complaints
The most alarming trend is a tenfold increase in complaints.
Total complaints skyrocketed from 129 to 1,288.
While response times remained at 100%, fewer complaints were upheld (falling from 71% to 66%).
Not upheld complaints increased from 14% to 17%, suggesting eroding accountability.
Incomplete actions, however, dropped from 22% to 10%, showing some follow-through improvements.
The top reason shifted: communication failures dropped from 55% to 21%, while delays and service failures doubled from 18% to 37% — now the most common complaint.
Conclusion: Complaints are up, accountability is down, and operational delays are now the main driver of dissatisfactionSummary
February 2025 paints a picture of a housing provider overwhelmed by rising demand. While there’s visible progress in repairs and email response times, poor phone handling and a huge spike in complaints highlight major gaps in capacity and resident trust. The sharp rise in complaints related to delays suggests deep-rooted issues in service delivery — despite efforts to clean up communication.
GreenSquareAccord Performance: March 2023 vs March 2025
March’s comparison shows sustained improvement in repairs, but serious issues remain — especially around complaint volumes and delays in service.
Customer Contact Centre
Performance held steady in some areas, but there are signs of strain.
Customer satisfaction stayed flat at 81%, with no change year-on-year.
Average call wait time was logged at 2 minutes 56 seconds — an improvement on February’s 4-minute delay, though there’s no 2023 benchmark.
Calls answered within two minutes held at 54%, showing no progress.
Emails received dipped slightly from 7,260 to 6,815.
Worryingly, email response time worsened, from 3 days to 5 days.
Conclusion: Modest call handling improvements, but falling email performance suggests mounting pressure.
Repairs
Repairs continue to be the strongest performing area, with big leaps in delivery.
Routine repairs completed within 28 days almost doubled, from 45% to 88%.
First-time fix rates rose from 80% to 87%.
Emergency repair performance improved slightly — from 98% to 99%.
Reported repairs increased from 5,474 to 7,426, while completed repairs jumped from 4,736 to 8,045.
Satisfaction with repairs edged up from 88% to 90%.
Conclusion: A strong month for the repairs team, keeping up well with growing demand.
Complaints
Complaints continued to soar — now more than five times higher than two years ago.
Total complaints rose from 129 to 686, a major spike.
Response times improved, hitting 100% on time.
Complaints upheld held steady at 66–67%, but not upheld cases increased from 14% to 19% — raising concerns over fairness.
Incomplete actions dropped from 23% to 7%, suggesting improved follow-through.
The top complaint issue shifted dramatically: delays and service failures jumped from 8% to 42%.
Communication-related complaints fell from 61% to 23%, though this may reflect reclassification rather than resolution.
Conclusion: Accountability appears stable, but rising complaint volumes and growing delays are a red flag.
Summary
March 2025 reveals a provider making genuine strides in repairs, but struggling with growing dissatisfaction elsewhere. Complaints are multiplying, service delays are becoming the main concern, and email responsiveness is slipping. As with previous months, the cracks in service delivery are widening faster than communication improvements can patch them.
GreenSquareAccord Performance: Q1 2023 vs Q1 2025
The first quarter comparison between 2023 and 2025 paints a familiar picture: significant improvements in repairs, but deteriorating contact centre performance and a dramatic rise in complaints. The core concern? Delays, denials, and a sharp drop in trust.
Customer Contact Centre
Q1 2025 saw growing pressure on customer-facing services.
Customer satisfaction held steady: 79–81% across the quarter.
Average call wait times were finally recorded: 4m 6s in Feb and 2m 56s in Mar — improvements compared to previous silence, but still slow.
The percentage of calls answered within 2 minutes dropped each month: from 63% in Jan to 42% in Feb, then flatlined at 54% in Mar — a net decline from 2023.
Email volumes fell in January but rose in February and March, indicating inconsistency.
Email response times worsened: stuck at 4–5 days, with March being the slowest.
Conclusion: Response times are stagnating or worsening, particularly for email. Satisfaction remains stable — but only just.
Repairs
Repairs are the one area where GreenSquareAccord is consistently performing better than in 2023.
Routine repairs completed in 28 days improved from 55% in Jan to 93%, and from 45% in Mar to 88%.
First-time fix rates consistently rose across the quarter: up to 91% in Jan, 89% in Feb, and 87% in Mar.
Emergency repairs within 24 hours stayed high: 97–99%.
Reported repairs increased significantly each month — showing higher demand.
Completed repairs kept pace with demand, with outputs almost doubling in March compared to 2023.
Customer satisfaction with repairs stayed solid: 90% in Jan, 88% in Feb, and 90% in Mar.
Conclusion: A clear success story for the quarter. Repairs are faster, more efficient, and broadly trusted by residents.
Complaints
The biggest red flag across Q1 was the explosion in complaints — and what they reveal.
Total complaints rose from 149 (Jan) to 1,288 (Feb) and 686 (Mar) — a total of 2,445 complaints in Q1 2025, compared to just 407 in Q1 2023.
While 100% were responded to on time by 2025, the proportion upheld dropped across the board (from 76% to 66%).
Not upheld complaints doubled, and incomplete action was still cited in too many cases.
The nature of complaints shifted:
Delays and service failure became the leading issue — rising from 8% in Mar 2023 to 42% in Mar 2025.
Communication complaints dropped, but the scale of this drop raises questions about how issues are now being classified.
Conclusion: Residents are complaining more, waiting longer, and being upheld less often. The system may be faster at logging complaints — but is it resolving them?
Summary
Q1 2025 shows a provider stretched by demand, praised for its repair turnaround, but increasingly criticised for poor contact and complaint handling. The numbers tell a clear story: GreenSquareAccord is making repairs work better, but at the cost of rising frustration elsewhere.
As the volume of complaints surges, and trust in resolution fades, the challenge now is not just fixing homes — it’s fixing relationships.
The Missing Metrics
One of the most concerning issues with GreenSquareAccord’s performance reporting is not just what they include — but what they leave out. While I’ve taken the time to manually save each monthly KPI report, GreenSquareAccord have removed them, surely not in the name of transparency. That means the bigger picture — the long-term journey of performance, complaints, and repairs — is lost to time. But even more troubling is the absence of one critical metric: abandoned call rates.
This figure, which every functioning call centre records and monitors, shows how many people gave up and hung up after waiting too long on hold. GreenSquareAccord will have access to this data — it’s standard, essential, and automatically tracked in virtually every phone system. But they’re choosing not to share it. And without that number, any claims about average wait times or call responsiveness are deeply flawed. It raises the question: what else are they choosing not to report?
Why Abandoned Calls Matter
For those who think abandoned call rates aren’t a critical metric, I invite you to listen to this recording: nearly five full minutes of me sitting on hold, trying to report an emergency lighting fault to GreenSquareAccord’s out-of-hours team. This call was made on a Thursday — and five minutes is already above their claimed average wait time. - Listen here and ask yourself would you have been this patient or would you have simply hung-up, frustrated, and perhaps hoping someone else might report the issue instead?
That’s exactly why this matters. Every time a resident gives up and hangs up, a risk goes unlogged, a repair goes unmade — and it’s never captured in the data. GreenSquareAccord will have these abandonment figures internally. They’re standard for any call centre. But they don’t share them. And if they’re not showing us how many people give up trying to get through, then we cannot trust the story they’re telling about access, service, or safety.
Final Thought
How much faith can we really place in GreenSquareAccord’s latest customer strategy? We’re only at the start of this new three-year plan, but when you compare it to the previous two years — it’s hard to feel anything but sceptical. Despite all the pledges of improvement, they still can’t track calls reliably, still close repairs before they’re resolved, and still refuse to acknowledge when they get it wrong. Apologies are rare. Accountability is rarer.
The numbers tell a story — but it’s the culture that truly exposes the problem. A culture that rushes to close cases instead of solving them. A culture more focused on managing reputations than addressing risk. A culture that spins rather than fixes.
If this is the foundation they’re building the next two years on, we already know how the story ends.
We don’t need another glossy strategy. We need honesty. We need accountability. And above all, we need leadership that’s brave enough to face failure — not bury it.