Performance Information Summary

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%