Our service performance

It's really important to us that you're satisfied with the repairs service we offer you, and that repairs are done quickly and to a high standard.

This is how we performed:

• 26,597 repairs were completed
• 90.03% first-time fix
• 88.8% non-emergency repairs completed within target timescale

It's very important to treat damp and mould as early as possible before the issue gets worse and spreads.

This is what we did:

• 890 stage 1 cases completed
• 731 stage 2 cases completed
• 18 days - average time to complete stage 1 cases
• 53 days - average time to complete stage 2 cases

Improving your homes is one of our top priorities, through renovations and making them more energy-efficient, and lowering your energy bills. This is what we've achieved.

Planned works delivered:

• 339 bathrooms
• 355 kitchens
• 226 windows
• 71 roofs

EPC rating of your homes:

• 79.25% - C and above
• 20.71% - D rated
• 0.03% - E and below
• 0.01% - unknown

Homes that meet the Decent Homes Standard:

• 99.98%

When things go wrong, it's important you let us know, so we can fix it. To help with this, we added customer experience officers and a senior customer experience officer to our team.

This is how we performed:

• 663 stage 1 complaints
• 101 stage 2 complaints
• 96.2% stage 1 response times compliant with the Housing Ombudsman Complaint Handling Code
• 82.2% stage 2 response times compliant with the Housing Ombudsman Complaint Handling Code
• 49.4% - Maladministration rate

It's really important to us that you love where you live and you feel safe in your neighbourhood. 

Here's our neighbourhood-related performance:

• 15 antisocial behaviour cases per 1000 homes
• 149 days - average time to close an antisocial behaviour case
• 37.4 fly-tipping cases per 1000 tenancies
• 1.2 graffiti removal cases per 10,000 tenancies
• 40 safeguarding cases per 1000 homes
• 182 days - average time to close a safeguarding case

We want to make sure that our tenants feel engaged and can get involved and have their voices head. 

Here's our statistics for our Hub performance:

• 1 minute and 6 seconds - average time to answer repairs calls by our Hub (April - September 2024)
• 1 minute and 20 seconds - average time to answer housing calls by our Hub (April - September 2024)

If you're interested in more information about our Involved Tenant programme, click here.