These KPIs help us stay focussed and on track to delivering our core housing and support services to customers.
We publish this information every 3 months, both to customers and our own teams. This data is from 3 November 2025.
Performance Measures about the Home
of emergency repairs were completed on time in December.
We aim to make emergency repairs safe within 24 hours of them being reported to us.
of routine repairs were completed on time in December.
We aim to finish routine repairs (not urgent) within 28 days of them being reported to us.
of customers were satisfied with their repairs in December.
Customers told us how happy they were with the repair carried out in their home.
99.9% of gas safety checks were completed on time in December.
We make sure every home has a gas safety check once a year.
of homes were at decent home standard
Customers told us whether they feel their home is well maintained.
1402 damp and mould cases
were open in December.
of homes met electrical compliance in September.
Our target is 100%.
100% of homes
that needed a fire risk assessment had one in September.
Performance Measures about Neighbourhoods
29.1 anti-social behaviour cases
opened per 1,000 homes so far since April.
of customers said they were satisfied between April and June
with how we look after shared gardens and outdoor areas in their neighbourhood.
£33.4million
of social value was created so far since April.
Performance Measures about Customer Service and Complaints
of customers told us they were satisfied with our housing hub team since April.
of customers told us they were satisfied with our technical hub team since April.
80 seconds
The average time it took us to answer the phone when customers call our housing hub.
201 seconds
The average time it took us to answer the phone when customers call our technical hub.
of Stage 1 complaints were responded to within timescales since April.
We aim to resolve stage 1 complaints within 10 working days.
of Stage 2 complaints were responded to within timescales since April.
If a complaint is reviewed again, we aim to resolve it within 20 working days.
of customers were satisfied with complaints our handling
since April.
28 complaints
were escalated to ombudsman stage since April.