Our Performance
We want to be open and clear about how we're doing, and we do a lot!
So, we've broken down our reporting into areas to make it easier to find the information you're interested in.
Take a look at our results across our business versus our targets (Key Performance Indicators, or KPIs for short).
While you're here, we'd like to let you know information on our TSM (Tenant Satisfaction Measures) Survey is also available.
Summary for Q3, 2023-24
The survey for Q3 2023/2024, found that 62% of residents are satisfied with the overall service provided by us.
Residents are particularly satisfied with being treated fairly and with respect (81%), with a safe home (76%) with repairs in the last twelve months (73%), and that they are provided with a well-maintained home (70%).
Just one measure recorded satisfaction below 50%, this was our complaints handling which was 39%. However, there has been an improvement in this area since Q2.
Another area with room for improvement is communal areas (55%).
The rest of the stats are:
- The time taken for repairs is 68%
- Our ability to listen and act is 56%
- Keeping you informed is 68%
- Neighbourhood Contribution is 64%
- Our approach to ASB 61%
KPI Highlights
ASB Case Handling Satisfaction
1st April - 31st December 2023
Achieved average:
Q1: 83%
Q2: 89%
Q3: 97%
Q4: 98%
Target: 85%
ASB Case Handling Satisfaction for Case Closed
1st April - 31st December 2023
Achieved average:
Q1: 95%
Q2: 97%
Q3: 98%
Q4: 98%
Target: 80%
Complaints Logged on Time
1st April - 31st December 2023
Achieved average:
Q1: 94%
Q2: 100%
Q3: 100%
Q4: 99%
Target: 100%
Complaints Responded to On Time
1st April - 31st December 2023
Achieved average:
Q1: 58%
Q2: 67%
Q3: 96%
Q4: 97%
Target: 100%
Complaints Upheld
1st April - 31st December 2023
Achieved average:
Q1: 67%
Q2: 80%
Q3: 81%
Q4: 74%
Target: 60%
Calls Handled Right First Time
1st April - 31st December 2023
Achieved average:
Q1: 61%
Q2: 53%
Q3: 55%
Q4: 52%
The highest reason for calls to our contact centre is customers trying to pay their rent. We're keen to support our customers through the cost of living crisis and therefore have been transferring calls to our Income team so we can support customers with paying their rent in the best possible way.
Estate Inspections Completed
1st April - 31st December 2023
Achieved average:
Q1: 99%
Q2: 96%
Q3: 96%
Q4: 97%
Target: 95%
Gas Safety
1st April - 31st December 2023
Achieved average: 100%
Q1: 100%
Q2: 100%
Q3: 100%
Target: 100%
Asbestos Audits
1st April - 31st December 2023
Achieved average: 100%
Q1: 100%
Q2: 100%
Q3: 100%
Target: 100%
Electrical Safety Certificate
1st April - 31st December 2023
Achieved average: 100%
Q1: 100%
Q2: 100%
Q3: 100%
Target: 100%
Communal Fire Risk Assessment
1st April - 31st December 2023
Achieved average: 100%
Q1: 100%
Q2: 100%
Q3: 100%
Target: 100%
Water Hygiene
1st April - 31st December 2023
Achieved average: 100%
Q1: 100%
Q2: 100%
Q3: 100%
Target: 100%
Total Number Of Calls
1st April - 31st December 2023
Q1:
Total Number of Calls: 7,544
Monthly Average: 2,515
Q2:
Total Number of Calls: 7,024
Monthly Average: 2,341
Q3:
Total Number of Calls: 7,738
Monthly Average: 2,579
Calls Lost
1st April - 31st December 2023
Q1:
Total number of calls lost: 2,033
Calls lost monthly average: 678 / 27%
Q2:
Total number of calls lost: 1,803
Calls lost monthly average: 601 / 26%
Q3:
Total number of calls lost: 1,789
Calls lost monthly average: 596 / 23%
Target: 5%
Average Time To Answer A Call (in Minutes)
1st April - 31st December 2023
Q1:
Average speed of answer (in minutes): 19 minutes, 7 seconds
Q2:
Average speed of answer (in minutes): 12 minutes, 33 seconds
Q3:
Average speed of answer (in minutes): 12 minutes, 32 seconds
Target: 1 min
Repairs Completed On Time
Number Of Repair Orders Raised
1st April - 31st December
Q1:
Number of Repairs Orders Raised: 3,811
Achieved average: 1,270
Q2:
Number of Repairs Orders Raised: 3,712
Achieved average: 1,237
Q3:
Number of Repairs Orders Raised: 4,752
Achieved average: 1,584
Emergency Repairs Completed Within Time
1st April - 31st December 2023
Q1:
Achieved average: 97.9%
Q2:
Achieved average: 99.6%
Q3:
Achieved average: 99.1%
Target: 99%
Resident Convenience Completed Within Time
1st April - 31st December 2023
Q1:
Achieved average: 78.9%
Target: 95%
Q2:
Achieved average: 80.2%
Target: 95%
Q3:
Achieved average: 83%
Target: 95%
First Time Fixes
Repairs Fixed At First Appointment
1st April - 31st December 2023
Q1:
Achieved average: 87%
Q2:
Achieved average: 88.9%
Q3:
Achieved average: 90.5%
Target: 80%