What is Tenancy Services' current average and maximum timeframe for a tenant to obtain their tenant number when they request it by telephone, measured since 1 January 2026, broken down by month?

Answer

Service Centre data does not separately identify tenant number enquiries from other bond-related calls and, therefore, the average and maximum timeframes for tenants to obtain their tenant number by telephone since 1 January 2026, including a monthly breakdown, are not available. Tenant numbers were introduced on 1 December 2025 to facilitate automated refunds. Due to a high volume of requests, a dedicated Service Centre team was established to manage tenant number enquiries. From 3 July to 13 July 2026, calls to this team were answered in an average of 1 minute and 41 seconds. This measures the time taken to answer a call, not to resolve the enquiry. The maximum wait time before a callback is offered is 4 minutes. No callers have been offered a callback since the dedicated team was established, as the average speed of answer has remained below this threshold.