# Notes from the Contact Centre Lead and the Comms team

Why people call us about the hardship page (sample of 400 calls, August 2026):

| Reason for call | Share |
|---|---|
| "Am I eligible?" | 38% |
| "What do I need to send?" | 27% |
| "Will you keep chasing me / sending letters while you decide?" | 18% |
| "How much will I pay each month?" | 11% |
| Other | 6% |

Lots of callers have already received a reminder letter and are anxious. Many read the page on a phone.

From the Comms manager:
- "Can we say decisions are made within 48 hours? It sounds much more reassuring."
- "Please keep the page body under 350 words. The CMS template cuts off anything after that."
- "Add the phone number and the link to the online form." (We'll supply both later; don't hold the draft for them.)