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 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

Previous performance
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.

Complaints and compliments
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.