Sharing how we're performing against the things that matter most to you.
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 2024-25 annual review.
If you have any questions or want to know more, please contact us.
Satisfaction with responsive repairs (building maintenance, gas and electrical)
Performance
8.9
Target
8.8
Trend
Emergency repairs completed within 24 hours
Perfomance
98.5%
Target
98.5%
Trend
Repairs appointments kept
Performance
95.3%
Target
95%
Trend
Non-emergency repairs completed within 28 days
Performance
79.7%
Target
93%
Trend
Callbacks completed on time
Performance
91.9%
Target
98%
Trend
Average call wait time
Performance
18 mins
Target
4 mins
Trend
Satisfaction with your experience of contacting us
Performance
8.7
Target
8.9
Trend
Satisfaction with how we handled your report of anti social behaviour
Performance
5.5
Target
7
Trend
Number of projects involving customers YTD
Performance
40
Target
N/A
Trend
Recovered in unclaimed benefits for our customers
Performance
3.4m
Target
11m
Trend
Complaints closed within our timescales
Performance
99.9%
Target
96.5%
Trend
Satisfaction with how we handled your complaint
Performance
5.2
Target
6
Trend
Compliance with our health and safety obligations (gas, electrical, fire, asbestos, water and lift safety)
Performance
99.9%
Target
100%
Trend
Satisfaction with our gas and electrical safety service
Performance
9.6
Target
9.5
Trend
% of our planned woks completed YTD
Performance
21.7%
Target
N/A%
Trend
Satisfaction with our planned maintenance activities
Performance
N/A
Target
8
Trend
Mutual exchange application decisions within 42 days
Performance
100%
Target
100%
Trend
Satisfaction with moving in experience (lettings)
Performance
8.5
Target
8.9
Trend
Satisfaction with moving in experience (sales)
Performance
8.6
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.
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.
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.
In April and May, we experienced longer wait times than usual. This was due to staff shortages and necessary changes to our team. We know this made it harder to reach us, and we’re sorry for the inconvenience.
To help reduce wait times and improve service, we’ve:
We’ve seen improvements in wait times in June, but we know there’s still more to do. Being closed whilst we upgraded our systems to provide you with better services, caused a peak in demand during points in June as well. We’re continuing to recruit and wait times have reduced further.
Satisfaction with contacting us dipped recently, mainly due to longer waits and delays in getting responses from us. However, we’re encouraged to see that overall satisfaction is higher than it was this time last year, showing our commitment to continually improving our service.
We’re proud that our Customer Experience team continues to be recognised for being polite, helpful, and responsive — thank you for your kind words.
