2022 - 2023 How are we performing?

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Indicates performance is above target

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20,651

Number of homes owned

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62.5 /100

UKCSI Score

Target: 70

Repairs & 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

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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

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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

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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)
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