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KEY:
Indicates performance is below target
Indicates performance is above targetRepairs & Maintenance
Repairs & Maintenance
81
%
% day-to-day repairs completed within target
Year end 22/23
Target: 95%
Historical statistics
66.6% at 21/22 year end
73.33% for April - June 22 (Q1)
74.18% for July - Sept 22 (Q2)
83.20% for Oct - Dec 22 (Q3)
75% for Jan - Mar 23 (Q4)
Repairs & Maintenance
87
%
% first time fixes
Year end 22/23
Target: 90%
Historical statistics
79.80% at 21/22 year end
74.40% for April - June 22 (Q1)
82.90% for July - Sept 22 (Q2)
84.20% for Oct - Dec 22 (Q3)
90% for Jan - Mar 23 (Q4)
Repairs & Maintenance
3.81
/5
Average satisfaction score for day-to-day repairs
Year end 22/23
Target: 4.5 (out of 5)
Historical statistics
4.13/5 at 21/22 year end
4.08/5 for April - June 22 (Q1)
4.04/5 for July - Sept 22 (Q2)
3.92/5 for Oct - Dec 22 (Q3)
3.54/5 for Jan - Mar 23 (Q4)
Customer Safety
Customer Safety
99.97
%
% Gas servicing completed
Year end 22/23
Target: 100%
Historical statistics
98.84% at 21/22 year end
99.95% for April - June 22 (Q1)
99.99% for July - Sept 2022 (Q2)
99.99% for Oct - Dec 22 (Q3)
99.97% for Jan - Mar 23 (Q4)
Customer Safety
99.98
%
% of homes with Electrical certificates up to 5 years old
Figure for Q3. Internal target and not a statutory requirement.
Target: 100
Historical statistics
99.40% for 21/22 year end
99.80% for April - June 22 (Q1)
99.93% for July - Sept 22 (Q2)
99.98% for Oct - Dec 22 (Q3)
Anti Social Behaviour
Anti Social behaviour
710
Number of cases reported
Year end 22/23
Historical statistics
491 at 21/22 year end
113 for April - June 22 (Q1)
126 for July - Sept 22 (Q2)
123 for Oct - Dec 22 (Q3)
171 for Jan - Mar 23 (Q4)
Anti Social Behaviour
40
DAYS
Average days to resolve a case
Year end 22/23
Historical statistics
61 days at 21/22 year end
45 days for April - June 22 (Q1)
36 days for July - Sept 22 (Q2)
39.5 days for Oct - Dec 22 (Q3)
19 days for Jan - Mar 23 (Q4)
Complaints
Complaints
536
Number of complaints received
Figure for July - September 22 (Q2)
Historical statistics
2916 at 21/22 year end
921 for April - June 22 (Q1)
Complaints
90.10
%
% of complaints responded to within timescales
Figure for July - September 22 (Q2)
Target: 5 working days
Historical statistics
89.20% at 21/22 year end
88.80% for April - June 22 (Q1)
Complaints
2.93
/5
Average satisfaction with complaints handling
Year end 22/23
Target: 4.5 out of 5
Historical statistics
3.98/5 for 21/22 year end
4.04/5 for April - June 22 (Q1)
3.51/5 for July - Sept 22 (Q2)
2.13/5 for Jan - Mar 23 (Q4)
