Our performance

As part of our commitment to transparency, we're keen to share our performance statistics with our customers and stakeholders.

We produce a quarterly report on overall performance in key areas of customer satisfaction, repairs and complaints, with both our targets and actual figures detailed below. These reports highlight where we've performed well, as well as areas where improvement is required.

Our performance summary – 2023/24​

Customer satisfaction

The graph below shows our cumulative figures from April 2023.

Complaints

Compliance

The chart below shows our compliance with regulatory requirements for health and safety standards within our homes. The target for each requirement is 100 percent.

Housing and communities

Re-let timescales

The graph below shows the average time taken to re-let empty properties against our 2023/24 target of 32 days.

Planned maintenance

The graph below shows the progress of completed planned improvements (to kitchens, bathrooms etc) against the overall target for the year.

Community Investment – improving lives

The graph below shows the total of Community Investment interventions against the overall target for the year.

The chart below shows the percentage of customers whose health and wellbeing and economic resilience have improved following engagement with our community investment initiatives.

The target for both health and wellbeing and economic resilience improvements is 90 percent.

Payment performance

The chart below shows our monthly payment performance statistics.

The chart below shows the average time taken to make payments.

Notes

• We are currently unable to publish our statistics in relation to interest payments.
• Please note that included within these statistics are direct debit payments and payments made on corporate credit cards.
• It can take up to 10 working days for the supplier to receive payments made on corporate credit cards.