How we're performing

Sharing how we're performing against the things that matter most to you.

Being transparent about how we’re doing

As an open and honest organisation, we want you to know how well we’re performing our services. Sharing regular performance updates makes sure that you have visibility on how we’re performing on the things that matter most to you.

Find out more about what we're doing to improve in some of these areas, as well as how we monitor customer satisfaction using our transactional surveys, in the drop downs below.

You can also find out more about how we performed last year in our 2022-23 Customer Annual Review.

If you have any questions or want to know more, please contact us.

How we performed over the past 3 months (October - December 2023):

Repairs

Satisfaction with responsive repairs (building maintenance, gas and electrical)

Performance

8.5

Target

8.8

Trend

Emergency repairs completed within 24 hours

Perfomance

98.2%

Target

98%

Trend

Repairs appointments kept

Performance

94.5%

Target

95%

Trend

Non-emergency repairs completed within 28 days

Performance

54.2%

Target

77%

Trend

Customer contact

Customer enquiries resolved at first contact

Performance

N/A

Target

75%

Trend

Callbacks completed on time

Performance

91.8%

Target

98%

Trend

Average call wait time

Performance

11.17 Mins

Target

15 mins

Trend

Satisfaction with your experience of contacting us

Performance

8.5

Target

8.8

Trend

Neighbourhoods and customer engagement

Satisfaction with how we handled your report of anti social behaviour

Performance

6.3

Target

7

Trend

Number of involved customers

Graphic of a megaphone Graphic of a megaphone

Performance

1466

Target

1000

Trend

Support

Recovered in unclaimed benefits for our customers

Performance

2.7m

Target

1.5m

Trend

Support more than 300 customers into job starts each year

Performance

58

Target

75

Trend

Putting things right

Complaints closed within our timescales

Performance

88.3%

Target

95%

Trend

Satisfaction with how we handled your complaint

Performance

4.1

Target

6.5

Trend

Safety

Compliance with our health and safety obligations (gas, electrical, fire, asbestos, water and lift safety)

Performance

100%

Target

100%

Trend

Satisfaction with our gas and electrical safety service

Performance

9.7

Target

8.8

Trend

Planned Maintenance

% of our planned maintenance programme completed

Performance

54.9%

Target

90%

Trend

Satisfaction with our planned maintenance activities

Performance

8.2

Target

8

Trend

Moving and homeowner

Mutual exchange application decisions within 42 days

Graphic of a van

Performance

99.1%

Target

100%

Trend

Satisfaction with moving in experience (lettings)

Graphic of a van

Performance

8.6

Target

8.5

Trend

Satisfaction with moving in experience (sales)

Performance

7.1

Target

8.5

Trend

Our approach to gathering a range of customer feedback includes running both transactional and perception surveys.  This helps us to know what matters most to you and improving what we do. 

Transactional surveys

You may receive a text or an email from us asking how we did after you’ve had an interaction with us, such as having a repair carried out or contacting our customer experience team.  These are our transactional surveys and the measures that we report on every 3 months are based on the feedback we gather from these surveys.

Perception surveys

We also work with TLF Research who carry out customer satisfaction surveys by telephone for a sample of our customers four times a year.  If you’re selected for interview they’ll ask you about things like your overall experience with us, how you rate our different services, and how you think we could improve.  You may not necessarily have had a recent interaction with us.  This is our perception survey and some of the measures we report in our annual review are gathered from the results of this type of survey.

From April 2023, all housing associations are required to survey their social housing residents using the same set of Tenant Satisfaction Measures (TSMs) questions, prescribed by the Regulator of Social Housing (RSH), asked in the same way and in the same order. Having a consistent set of questions will better help us and the Regulator identify where we need to improve and where we are doing well. Like all other housing associations, we’ll have to report our results to the Regulator in April 2024. We must also publish our results, so please look out for these on our website and in our newsletters.

If you receive a phone call from TLF Research, we’d be very grateful if you would take the time to provide your feedback on your experience with us. We really value your feedback.

We are still focusing on the three areas that we know are most important to you – repairs, getting in contact with us easily and being responded to.

Our call wait times are consistently being answered within 15 minutes. This is due to the extra advisers that have been recruited and are now gaining experience in handling your contacts. We’ve also launched new ways to contact us including:

  • Our new online account – log in or register here
  • Ask our chat bot a question, and if it can’t find the answer, you’ll be put through to live chat with one of our Customer Experience Advisors during our office hours (8.30am - 5pm Monday - Thursday, and 8.30am - 4.30pm Fridays) - if needed we can move to a video call. Logging in first helps our chat bot assist you quicker
  • You can also access the same service as above, by messaging us on WhatsApp. If you can’t find the answer to your query, one of our advisors can help you
  • Or, if you prefer to phone us, our Customer Experience team are still here to answer your call
  • You’ll also be able to find better, clearer information on our website, which will help you to find the answer to your query without having to contact us

We’re starting to see improvements to repair wait times for routine works. We’ve recruited more trade operatives and hope to see the impact of this over the next couple of months.

Find out more about our performance last year

Read our 2022-23 customer annual review.

Find out more