Monthly performance information

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

Latest performance data

From April 2024, we changed how we report rent arrears. Our figures now reflect actual payments received and credited to residents' accounts each month, excluding anticipated housing benefits payments. This new approach aligns with other housing associations and improves our support for residents.

Our most recent 3 months of performance data
Performance measure March 2024 April 2024 May 2024 Change from previous month
Current arrears as a percentage of rent received 1.8% 2.8% 2.3% 0.5% better
Total number of cases in arrears 351 693 528 165 cases less
Percentage of rent loss due to empty homes 1.5% 1.4% 1.2% 0.2% better
Average days homes remain empty before being re-let 10 8 9 1 day worse
Percentage of responsive repairs completed on time 98.2% 95.0%  91% 4% worse
Homes with a valid gas safety certificate 100% 100% 100% No change

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.

Our most recent 3 months of feedback and complaints data
Performance measure March 2024 April 2024 May 2024
Average time taken to resolve Stage 1 complaints (target 10 working days)  11.3 days 12.7 days 10 days
Average time taken to resolve Stage 2 complaints (target 15 working days) 15 days 14.5 days 14.5 days
Complaints resolved within 10 working days 9 7 5
Complaints received this month 13 5 6
Compliments received this month 5 10 22