2021 - 2022 How are we performing?

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KEY:

Indicates performance is below target
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

74.18 %

% day-to-day repairs completed within 15 days

Figure for July - September 22 (Q2)
Target: 95%
Historical statistics
66.6% at 21/22 year end 73.33% for April - June 22 (Q1)

Repairs & Maintenance

75.40 %

% first time fixes

Figure for July - September 22 (Q2)
Target: 90%
Historical statistics
79.80% at 21/22 year end 74.40% for April - June 22 (Q1)

Repairs & Maintenance

4.04 /5

Average satisfaction score for day-to-day repairs

Figure for July - September 22 (Q2). Based on 9,082 responses.
Target: 4.5 (out of 5)
Historical statistics
4.13/5 at 21/22 year end 4.08/5 for April - June 22 (Q1)

Customer Safety

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Customer Safety

99.99 %

% Gas servicing completed

Figure for July - September 22 (Q2)
Target: 100%
Historical statistics
98.84% at 21/22 year end 99.95% for April - June 22 (Q1)

Customer Safety

99.93 %

% of homes with Electrical certificates up to 5 years old

Figure for July - September 22 (Q2) 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)

Anti Social Behaviour

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Anti Social behaviour

126

Number of cases reported (per 1000 homes).

Figure for July - September 22 (Q2)
Historical statistics
491 at 21/22 year end 113 for April - June 22 (Q1)

Anti Social Behaviour

36 DAYS

Average days to resolve a case

Figure for July - September 22 (Q2)
Historical statistics
61 days at 21/22 year end 45 days for April - June 22 (Q1)

Complaints

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Complaints

536

Number of complaints received (per 1000 homes).

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

3.51 /5

Average satisfaction with complaints handling

Figure for July - September 22 (Q2). Based on 577 responses
Target: 4.5 out of 5
Historical statistics
3.98/5 for 21/22 year end 4.04/5 for April - June 22 (Q1)
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