Our most recent performance information
Recent performance
| Performance measure | June 2021 | Change from previous month |
|---|---|---|
| Rent collected as a percentage of rent due | 100.1% | + 1.8% |
| Time taken to re-let empty properties | 25 days | - 17 days |
| Homes with Gas Safety certificate | 100.00% | No change |
| Appointments (repairs) attended on time | 93.00% | - 1.00% |
| Repairs completed on first time visit | 92.00% | - 5.00% |
Our previous performance information
| Performance measure | May 2021 | April 2021 |
|---|---|---|
| Rent collected as a percentage of rent due | 98.28% | 98.77% |
| Time taken to re-let empty properties | 8 days | 9 days |
| Homes with Gas Safety certificate | 100.00% | 100.00% |
| Appointments (repairs) attended on time | 93.00% | 92.00% |
| Repairs completed on first time visit | 92.00% | 97.00% |
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.
| Performance measure | July 2021 |
| Average time taken to resolve Stage 1 complaints | 6 days, 100% (target 10 working days) |
| Average time taken to resolve Stage 2 complaints | N/A, 100% (no stage 2 complaints in July) |
| Complaints resolved within 10 working days | 4 |
| Complaints received this month | 3 |
| Compliments received this month | 3 |
July 2021 summary
We received feedback about the arrangements for insurance cover, which we were able to clarify and comments about a bathroom replacement which hadn’t been carried out to the standard we and our resident expected - we’ve made changes to our checks with our external contractors to try to improve this in the future.
In July, we received compliments about the helpfulness and politeness of colleagues from our customer access and property services team - which is lovely to hear.
Related content
Corporate information
Joseph Rowntree Housing Trust is committed to offering maximum value for money to our residents and demonstrating our impact.
Feedback: Compliments, comments and complaints
Joseph Rowntree Foundation and Joseph Rowntree Housing Trust are committed to providing the best service possible. We welcome compliments, comments and complaints about our services so that we can continually improve what we do and how we do it.
Key updates from the JRHT Board
Our Board supports us to set our strategic direction, monitors our performance and makes sure that we run our business in line with regulations and the law.