How we're performing
Sharing how we're performing against the things that matter most to you.
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 against our service standards. Sharing regular performance updates makes sure that you have visibility on how we’re performing on the things that matter most to you.
Our current focus is to ensure all services consistently achieve a minimum satisfaction level of 7 out of 10, with ambitions to improve on these year on year. We will review our targets each year, making sure these continue to aim to deliver the best standard of service for our customers.
If you have any questions or want to know more, please contact us.
Customer contacts into our Customer Experience team
Repairs in your home
Repairs in our communal areas
Anti-social behaviour (ASB) cases
Support cases into our Tenancy Support team
Complaints per 1,000 homes
Find out how we monitor customer satisfaction in the drop down below.
Satisfaction with repairs in your home
Target is 8.9/10
Last time: 8.9/10
Of emergency repairs were completed within 24 hours
Target is 99%
Last time: 98.9%
Compliance with our health and safety obligations (gas safety, electrical safety, fire safety, asbestos, water safety and lift safety)
Target is 100%
Last time: 100%
Satisfaction with your experience of contacting our Customer Experience team
Target is 8.9/10
Last time: 8.9/10
Satisfaction with the way we handled your complaints
Target is 6/10
Last time: 4.5/10
Of complaints resolved in target
Target is 95%
Last time: 86.8%
Satisfaction with our handling of anti-social behaviour (ASB) cases
Target is 7/10
Last time: 6/10
Worth of benefits and grants claimed back for customers
Target is £1.25 million
Last time: £1.4 million
Customers supported back into work
Target is 50
Last time: 153
Find out how we monitor customer satisfaction in the drop down below.
Overall customer satisfaction
Target is 81%
Last time: 80.4%
Satisfaction with communal repairs
Target is 7/10
Last time: 6.9/10
Satisfaction with providing a home that is safe and secure
Target is 8/10
Last time: 8.5/10
Satisfaction with the way we listen to your views and take notice
Target is 7/10
Last time: 7/10
Satisfaction with the way we engage with you
Target is 7/10
Last time: 7.4/10
Satisfaction with the way we keep communal areas clean
Target is 7/10
Last time: 7.6/10
Satisfaction with our landscaping/grounds maintenance service
Target is 7/10
Last time: 7/10
Satisfaction with our contribution to the neighbourhood where you live
Target is 7/10
Last time: 7.2/10
Homeowner satisfaction with the ongoing service you receive from us after moving into your home
Target is 7/10
Last time: 6/10
The results from our recent perception survey show a drop in overall satisfaction to 77.5%. Although this does follow the sector trend it’s disappointing and we have a number of actions in progress to improve the service we provide to you, primarily around our communication and the repairs service. Some examples are provided under the relevant standard below.
Satisfaction with contacting our Customer Experience team remains high, but we have faced some issues with our contact management software after launching a replacement system at the end of June. As a result, you may have experienced a longer wait when contacting us both via phone and email. We’re doing all we can to clear the backlog, including diverting resource to support the team. The new software is bedding in and you should start to see wait times improve over the next few months.
Some other improvements we’re currently working on are to keep customers updated throughout their query and make more use of our data to look at how we can resolve more queries at first point of contact. In addition to our usual e-newsletter, we’ll also be sending a letter, with a service update, to a selection of our customers for whom we do not have an email address or mobile phone number.
Under the repairs standard we’ve only just missed our target for satisfaction with the repairs service and for emergency repairs completed within 24 hours. We’ve almost completed our catch-up programme following the end of COVID-19 restrictions, but progress slowed during the summer due to some staff having to self-isolate. We’re doing our best to speed up appointment times and have taken on extra staff until the end of the year to help clear the backlog.
We’ve seen an increase in satisfaction with complaints handling since the last quarter and this is an area of focus for us this year. Our new ‘Customer Success team’ is now in place, supporting the business to improve complaint handling and monitoring complaint promises to ensure actions are completed as agreed with our customers.
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 the measures that we report on every 3 months above are from these surveys.
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 measures we report on every 6 months are from this type of survey.