Our aim is to provide a great customer experience and to be transparent with our customers on how well we are performing.

This is our second year of our quarterly reporting, and several measures have been updated to improve accuracy and consistency with other reporting. Updated measures are clearly identified with supporting explanations in numbered footnotes, and last year’s figures have been restated to reflect the revised calculations.

Repairs

These figures show how we handled repairs and details of customer satisfaction with repairs. 

You can find more information about our relevant processes on our repairs pages. 

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Total number of repairs completed

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Percentage of repairs completed within target timescales - emergency

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Percentage of repairs completed within target timescales - non emergency

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*Customer satisfaction with repairs

Improving homes

These are the latest statistics regarding our progress to improve homes. 

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Homes with an up-to-date Home Improvement Survey

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New kitchens delivered so far this year

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New bathrooms and wet rooms delivered so far this year

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New windows delivered so far this year

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New roofs delivered so far this year

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New doors delivered so far this year

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Homes with an Energy Performance Certificate above C

Responding to customer contacts

These statistics relate to how we handled our contacts with customers.

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Average call wait time

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Calls answered within 20 seconds

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Total contacts received by the contact team

Tenancy

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Number of new tenancies

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*New tenant satisfaction

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Number of empty homes (being prepared to re-let and excluding homes under consideration)

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Number of customers in rent arrears

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Value of rent arrears

Formal complaints

The number of complaints we receive and how we handle them against the Housing Ombudsman's requirements and how satisfied customers were with the handling of their complaint.

Further details about our processes can be found on our complaints, comments and compliments page

Please note that Measures for response times to Stage 1 and Stage 2 have been updated to be consistent with Tenant Satisfaction Measures. They now show response times to those stages of complaint and not the times to close those complaints.

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New complaints received

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Complaints closed

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Stage 1 complaints responded to within 10 day target

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Number of cases escalated to stage 2

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Stage 2 complaints responded to within 20 day target

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*Customer satisfaction with handling of complaints

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Top three complaint reasons

Community safety

Statistics which show the amount of anti-social behaviour in our homes and customer satisfaction with how well we handled them.

Further details about our processes can be found on our community safety pages.  

Please note that the method of calculating antisocial behaviour cases has been updated to no longer include person alerts which are not related to anti-social behaviour. 

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Anti-social behaviour cases reported

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Anti-social behaviour cases where legal action has been taken

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*Customer satisfaction with handling of anti-social behaviour issue

Safety servicing

We manage various elements of safety servicing, these figures show our overall figure which includes not just homes, but also communal areas and other legal requirements.

Our staying safe at home pages contain more information about our safety processes.

Please note the following points. 

The calculation for the number of homes with up-to-date electrical safety certificates has been revised to only include homes, and no longer includes other properties such as commercial premises.

 

The calculation for homes with up to date lift safety checks has been revised to only include blocks and does not include stairlifts.

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Homes with up to date gas certificates

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Homes with up to date electrical certificates

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Homes with up to date fire risk assessment certificates

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Homes with up to date asbestos inspections

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Homes with up to date water safety assessments

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Homes with up to date lift safety checks

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Number of open damp and mould cases

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Number of open damp and mould cases classed as an emergency

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Customer missed appointment for safety visits

*Statistics marked with an asterisk are taken from our transactional surveys. Figures from the repairs survey are based on the most recent quarter, all other transactional survey data is based on the last 12 months. Surveys are designed to measure the customer experience at specific touchpoints. Transactional surveys are sent to customers immediately after a transaction, for instance, straight after a repair has been completed, or once a complaint case has been closed. This enables us to understand the customer’s recent experience of that interaction - what has gone well, and what changes we need to make to improve our service in the future.

Past reports