As an open and honest organisation, we want you to know how well we’re delivering our services and making improvements. We want to share regular performance updates on the things that matter most to you, so we can ensure the services you value are prioritised. We’re also working closely with VIVID Impact, our customer scrutiny panel, as they review our performance and make recommendations to improve our services.
Every 3 months, we'll share an update on our performance. And below you can see how we performed from October to December 2020, compared to our performance against the previous 3 months as well as our targets for these services (where we have them). You can also find out what we've been working on and what we're focusing on next.
Overall customer satisfaction
Last quarter: 8.7/10
Customers supported with wellbeing, employment and training and money and benefit advice
Last quarter: 2228
Customer satisfaction with their neighbourhood
Last 6 months: 7.6/10
Satisfaction with our repairs service
Last quarter: 8.8/10
Emergency repairs completed within 24 hours
Last quarter: 98%
Satisfaction in our planned repairs service (planned home improvements, such as a kitchen or bathroom replacement)
Last quarter: 5.8 (This score is lower than usual as the service restarted halfway through the quarter following coronavirus restrictions)
Queries resolved first time
Last quarter: 90%
Last quarter: 258
of complaints resolved by the first manager or member of staff that handled your issue
Last quarter: 98%
Customers satisfaction with the service provided when moving into their new home
Last quarter 8.3/10
Home swaps completed
Last quarter: 74
Satisfaction in our anti-social behaviour service
Last quarter: 6.6/10
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 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 all of our 'satisfaction' statistics above are recorded from transactional surveys apart from 'customer satisfaction with their neighbourhood'.
We also work with TLF Research who carry out satisfaction surveys by telephone for a sample of our customers twice 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 the 'customer satisfaction with their neighbourhood' statistic above is from our most recent perception survey.
You feedback can help us to improveTell us how we're doing