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 August 2021 Change from previous month
Rent collected as a percentage of rent due 99.5% - 0.4%
Time taken to re-let empty properties 24 days + 16 days
Homes with Gas Safety certificate 99.89% + 0.21%
Appointments (repairs) attended on time 85.00% + 1.00%
Repairs completed on first time visit 87.00% + 4.00%

Our previous performance information

Previous performance
Performance measure July 2021 June 2021
Rent collected as a percentage of rent due 99.9% 100.1%
Time taken to re-let empty properties 8 days 25 days
Homes with Gas Safety certificate 99.68% 100.00%
Appointments (repairs) attended on time 84.00% 93.00%
Repairs completed on first time visit 83.00% 92.00%

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 August 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% (5 complains escalated to stage 2 in August)

Complaints resolved within 10 working days 6
Complaints received this month 11
Compliments received this month 3

August 2021 summary

In August, we received some really helpful feedback about our modernisation programme and the importance of ensuring that residents are really clear about dates for works, including when this is being carried out by our sub- contractors. Our surveyors will make sure this happens in the future.

We received some really positive compliments in August and were particularly pleased to receive great feedback from a dance group about their event at the Folk Hall- they said “You’ve been nothing short of brilliant both in communication & in person”