Our Performance

Overall satisfaction

68.0%

68.0% of our tenants said they were satisfied with our services overall.

Repairs satisfaction

74.0%

74.0% of our tenants said they were satisfied with their repairs service.

Time taken to complete a repair

65.6%

65.6% of our tenants said they were satisfied with the time taken to carry out their most recent repair.

Well maintained home

69.8%

69.8% of our tenants said they were satisfied that their home is well maintained.

Not meeting the decent standard

13.0%

13.0% of our homes do not meet the decent standard.

Repairs completed in time

Emergency repairs 86.2%, non-emergency repairs 69.9%

86.2% of emergency repairs and 69.9% of non-emergency repairs were completed within the target timescale. 

Safe homes

78.8%

78.8% of tenants said they were satisfied that their home is safe.

Fire safety checks complete

100.0%

100% of our fire safety checks were carried out.

Gas safety checks complete

100.0%

100.0% of our gas safety checks were carried out.

Asbestos safety checks complete

97.0%

97.0% of our asbestos safety checks were carried out.

Lift safety checks complete

100.0%

100.0% of our lift safety checks were carried out. 

Water safety checks complete

100.0%

100.0% of our water safety checks were carried out.

Approach to complaint handling

38.5%

38.5% of our tenants said they were satisfied with the approach to how their complaint was handled.

Number of Complaints relative to size of the landlord

Stage 1 - 91.5 per 1000 homes, and Stage 2 -18.1 per 1000 homes

91.5 Stage 1 complaints received and 18.1 Stage 2 complaints received, relative to the size of the landlord and per 1000 homes. 

Complaints responded to on time

Stage 1 - 71.5 Stage 2 - 83.6

71.5% Stage 1 complaints and 83.6% Stage 2 complaints were responded to within the Complaint Handling Code timeline.

Clean and well maintained communal areas

60.4%

60.4% of our tenants said they were satisfied their communal areas are kept clean and well maintained.

Positive contribution towards neighbourhoods

64.7%

64.7% of our tenants said they were satisfied that we positively contribute towards their neighbourhoods.

Anti-social behaviour cases

All cases - 31.3 per 1000 homes, hate incidents only - 0.2 per 1000 homes

31.3 (of all cases) and 0.2 (of hate incidents only) received, relative to the size of the Landlord and per 1000 homes.

Anti-social behaviour handling

59.1%

59.1% of our tenants said they were satisfied with our approach to handling anti-social behaviour.

Keeping our tenants informed

75.6%

75.6% of our tenants said they were satisfied that we kept them well informed about things that matter to them.

Treated fairly and with respect

77.2%

77.2% of our tenants said they were satisfied that we treat them fairly and with respect.

Listens and Acts

59.7%

59.7% of our tenants said they were satisfied that we listen to their views and act upon them.