Our performance

Our Performance

We review our performance continuously, focusing on improving the services that our residents tell us are the most important to them.

Our executive team reviews our overall performance each month and our Board does it quarterly. This is to make sure we are achieving our objectives and strategies and giving our residents the best service possible. We set ourselves challenging targets to improve year on year by looking at past performance as well as comparing ourselves to the best in the sector.

We report back to residents each year on our performance against various standards we have agreed with them. We set this information out in our residents' annual report.

 

 

Calls answered
85%
87%
85%
84%
Service request resolved at first point of contact
95%
96%
98%
98%
Complaints handling
80%
61%
61%
66%
Tenants satisfied with accessibility to service
90%
76%
71%
80%
Repairs completed in time
96%
98%
91%
93%
Appointments kept
90%
94%
92%
86%
Repairs completed right first
77%
78%
75%
78%
Tenants satisfied with the repair (survey)
75%
86%
82%
86%
Properties with gas safety certificate
100%
100%
100%
100%
Rent collected
100%
104.91%
101.04%
101.03%
Void loss%
1.25%
0.18%
0.23%
0.18%
Residents satisfied with the cleaning and gardening service
90%
73%
70%
62%
Customer satisfied with the outcome ASB
65%
73%
73%
73%
Overall customer satisfaction
85%
78%
78%
78%