Performance information

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Every month, we measure how we're performing against our targets. Here you can find our latest performance information. We report on our performance to our leadership team, the Board and Trustees.

Our most recent performance information

Recent performance
Performance measure April 2021 Change from previous month
Rent collected as a percentage of rent due 98.77% + 0.85%
Time taken to relet empty properties 9 days + 1 days
Homes with Gas Safety certificate 100.00% No change
Appointments (repairs) attended on time 94.00% + 5.00%
Repairs completed on first time visit 97.00% No change

Our previous performance information

Previous performance
Performance measure March 2021 February 2021
Rent collected as a percentage of rent due 97.92% 97.29%
Time taken to relet empty properties 8 days 12 days
Homes with Gas Safety certificate 100.00% 100.00%
Appointments (repairs) attended on time 89.00% 86.00%
Repairs completed on first time visit 97.00% 98.00%

Feedback and complaints data

We are committed to providing the best possible service for our residents and tenants. We welcome compliments, comments and complaints about our services so that we can continually improve what we do and how we do it.

Here is our latest complaints and compliments information. We report on this information every month to our leadership team, the Board and Trustees.

Complaints and compliments
Performance measure April 2021
Average time taken to resolve Stage 1 complaints 11.6 days (target 10 working days)
Average time taken to resolve Stage 2 complaints N/A no Stage 2 complaints (target 15 working days)
Complaints resolved within 10 working days 2
Complaints received this month 3
Compliments received this month 1

April 2021 summary

A complaint in April identified a possible issue with our new repairs monitoring system (Connect) which will be reviewed. On a positive note, we received a compliment about repair work in New Earswick which is always positive to hear. We always welcome the feedback from our residents, which helps us improve our services to residents.