Performance as at March 2025
Delivering Maintenance Service
Percentage of homes with a valid gas safety certificate:
Target: 100%
Actual: 100%
Percentage of tenant satisfaction with repair:
Target: 88%
Actual: 84.9%
During this reporting period, the repairs satisfaction score was 84.9%, slightly below our target of 88%. This dip is largely due to communication issues around appointment scheduling with our heating contractor, 0800, which have impacted customer experience. Additionally, there are still ongoing challenges with follow-on repair processes involving Ian Williams.
We continue to work closely with both contractors to improve communication and streamline processes. Efforts are being made to ensure customers receive timely updates and are kept informed at the earliest opportunity. These improvements are part of our ongoing commitment to enhance service quality and increase satisfaction levels moving forward.
Managing Empty Homes
Percentage of money lost due to empty homes:
Target: 0.79%
Actual: 0.79%
Whilst efforts have been made during the year to improve empty homes performance we remain 3.5 days outside of the target. Housing and property service staff meet weekly with contractors to monitor and manage performance.
There has been a few properties that have required numerous visits from pest control to carry out fumigations. It has been difficult to eradicate the issue on the first visit which has delayed the repair process.
Average time to let a property:
Target: 20 days
Actual: 23.5 days
Whilst efforts have been made during the year to improve empty homes performance we remain 3.5 days outside of the target. Housing and property service staff meet weekly with contractors to monitor and manage performance.
There has been a few properties that have required numerous visits from pest control to carry out fumigations. It has been difficult to eradicate the issue on the first visit which has delayed the repair process.
Managing Income
Percentage of money lost due to rent arrears:
Target: 2.90%
Actual: 2.35%
Delivering Customer Service
Percentage satisfaction with call handling:
Target: 88%
Actual: 97%