How are we doing?
Our quarterly performance update
We are committed to providing excellent services to our customers.
We measure ourselves against a number of key performance indicators, which we update every quarter to see where we are doing well and where we need to improve.
We report on performance to our executive team, Board and Customer Services Committee. We also involve residents in scrutinising performance and suggesting improvements, through our Resident Panels.
Please see below how we are performing in key areas of our service delivery.
Satisfaction figures are based on our general needs tenants.
Quarter 1, 2023-24
Overall satisfaction
48.4% - Target 65%
These are our overall perception survey results on how our customers are satisfied with the services we provide. This score helps us shape our planned improvements across all our services.
Net easy score
-38.2
This score tells us how easy our customers find it to contact us and is based on a scale of 1 to 7 (1 being extremely easy and 7 being extremely difficult). We are working hard to make it easier for our customers to contact us. We have increased the number of advisors we have, introduced web-chat and expanded the functionally of our MyOneHousing portal.
Call waiting times
1.32 – Target 0.20
This is the average time customers have to wait for us to answer their call. We are encouraging our customers to self-serve through our different communication channels to avoid having to wait when our Customer Service Centre is busy.
First time resolution
79% - Target 80%
We aim to resolve our customers queries as quickly as possible. Our advisors are trained on a wide range of issues so they can deal with most queries at first contact.
Percentage of complaints responded in target
92.6% - Target 90%
We know how important it is to deal with complaints quickly and that our complaints process is easy to use. A key part of this is to ensure as many of our customer complaints are responded to with our timeframe of 10 working days.
Satisfaction with complaints handling
32% - Target 60%
This figure is based on customers who have been through our complaints process. We are continuously working on our customer’s feedback to improve our complaint handling. Our complaint process is based on the Housing Ombudsman’s Complaint Handling Code and we review all our complaints to see how we can improve.
Satisfaction with anti-social behaviour handling
80% - Target 80%
We are dedicated to tackling anti-social behaviour in a responsive, victim-centred, proportionate and robust way. Our dedicated Community Safety team work closely with those affected by anti-social behaviour to help them resolve the issues they are experiencing.
Satisfaction with listening to views and acting on them
39.4%
Our Resident Engagement Strategy sets out new and enhanced ways of partnership working with our residents. By increasing the ways residents can get involved we aim to better demonstrate how we are listening to customer feedback and using it to shape our services.
Satisfaction with quality of home
51.1%
How our customers view the quality of our homes is a key measure of their satisfaction and used when we are planning our home improvements programme and designing our new homes.
Satisfaction with latest repair
83% - Target 90%
Our repairs service is the service our customers use the most. We are always working of ways to improve our repairs service and have recently introduced the ability to report repairs and book appointments through our MyOneHousing portal. Customers can also track the operative when they are on their way to do their repair and see their estimated time of arrival.
Percentage of repairs fixed first time
94.5% - Target 85%
We know our customers want their repairs fixed at the first visit and we have increased the number of multi-trade operatives we have, and made it easier for them to access materials. Our advisors have had more training to ensure they extract the right information at the time a repair is reported to reduce the number of wasted visits.
Percentage of appointments kept
95% - Target 98%
It is important we turn up when we have said we will. If we are unable to attend when planned we will call and rearrange the appointment. If we don’t we will make a missed appointment payment of £10 for every appointment we miss.
Percentage of repairs completed within target timescales
79.8% - Target 80%
Difficulties with recruitment and accessing materials has impacted on our ability to complete repairs within our target timescales. We are working hard to ensure we have the workforce and materials needed to complete all repairs on time.
Percentage of lettable homes currently occupied
99.6%
With the currently housing shortage we know how important it is to have our homes occupied and empty for as little time as possible. Our Allocations and Onboarding team and Repairs team are dedicated to keeping our empty homes to a minimum.
Previous performance
Overall satisfaction
48.3% - Target 65%
These are our overall perception survey results on how our customers are satisfied with the services we provide. This score helps us shape our planned improvements across all our services.
Net easy score
-28.9
This score tells us how easy our customers find it to contact us and is based on a scale of 1 to 7 (1 being extremely easy and 7 being extremely difficult). We are working hard to make it easier for our customers to contact us. We have increased the number of advisors we have, introduced web-chat and expanded the functionally of our MyOneHousing portal.
Call waiting times
1.15 – Target 0.20
This is the average time customers have to wait for us to answer their call. Our target is to answer all calls within 20 seconds but the average wait is 1 minute and 15 seconds. We are encouraging our customers to self-serve through our different communication channels to avoid having to wait when our Customer Service Centre is busy.
First time resolution
85% - Target 80%
We aim to resolve our customers queries as quickly as possible. Our advisors are trained on a wide range of issues so they can deal with most queries at first contact.
Percentage of complaints responded in target
96.6% - Target 90%
We know how important it is to deal with complaints quickly and that our complaints process is easy to use. A key part of this is to ensure as many of our customer complaints are responded to with our timeframe of 10 working days.
Satisfaction with complaints handling
35% - Target 60%
We are working on our customer’s feedback to improve our complaint handling. Our complaint process is based on the Housing Ombudsman’s Complaint Handling Code and we review all our complaints to see how we can improve.
Satisfaction with anti-social behaviour handling
81% - Target 80%
We are dedicated to tackling anti-social behaviour in a responsive, victim-centred, proportionate and robust way. Our dedicated Community Safety team work closely with those affected by anti-social behaviour to help them resolve the issues they are experiencing.
Satisfaction with listening to views and acting on them
36.4%
We have just launched our new Resident Engagement Strategy setting out new and enhanced ways of partnership working with our residents. By increasing the ways residents can get involved we aim to better demonstrate how we are listening to customer feedback and using it to shape our services.
Satisfaction with quality of home
50.4%
How our customers view the quality of our homes is a key measure of their satisfaction and used when we are planning our home improvements programme and designing our new homes.
Satisfaction with latest repair
89% - Target 90%
Our repairs service is the service our customers use the most. We are always working of ways to improve our repairs service and have recently introduced the ability to report repairs and book appointments through our MyOneHousing portal. Customers can also track the operative when they are on their way to do their repair and see their estimated time of arrival.
Percentage of repairs fixed first time
84% - Target 85%
We know our customers want their repairs fixed at the first visit and we have increased the number of multi-trade operatives we have, and made it easier for them to access materials. Our advisors have had more training to ensure they extract the right information at the time a repair is reported to reduce the number of wasted visits.
Percentage of appointments kept
97% - Target 98%
It is important we turn up when we have said we will. If we are unable to attend when planned we will call and rearrange the appointment. If we don’t we will make a missed appointment payment of £10 for every appointment we miss.
Percentage of repairs completed within target timescales
71% - Target 80%
Difficulties with recruitment and accessing materials has impacted on our ability to complete repairs within our target timescales. We are working hard to ensure we have the workforce and materials needed to complete all repairs on time.
Percentage of lettable homes currently occupied
99.6%
With the currently housing shortage we know how important it is to have our homes occupied and empty for as little time as possible. Our Allocations and Onboarding team and Repairs team are dedicated to keeping our empty homes to a minimum.
Overall satisfaction
54.3% - Target 65%
These are our overall perception survey results on how our customers are satisfied with the services we provide. This score helps us shape our planned improvements across all our services.
Net easy score
-12.7
This score tells us how easy our customers find it to contact us and is based on a scale of 1 to 7 (1 being extremely easy and 7 being extremely difficult). We are working hard to make it easier for our customers to contact us. We have increased the number of advisors we have, introduced web-chat and expanded the functionally of our MyOneHousing portal.
Call waiting times
2.09 – Target 0.20
This is the average time customers have to wait for us to answer their call. We are encouraging our customers to self-serve through our different communication channels to avoid having to wait when our Customer Service Centre is busy.
First time resolution
82% - Target 80%
We aim to resolve our customers queries as quickly as possible. Our advisors are trained on a wide range of issues so they can deal with most queries at first contact.
Percentage of complaints responded in target
97.8% - Target 90%
We know how important it is to deal with complaints quickly and that our complaints process is easy to use. A key part of this is to ensure as many of our customer complaints are responded to with our timeframe of 10 working days.
Satisfaction with complaints handling
39% - Target 60%
We are working on our customer’s feedback to improve our complaint handling. Our complaint process is based on the Housing Ombudsman’s Complaint Handling Code and we review all our complaints to see how we can improve.
Satisfaction with anti-social behaviour handling
81% - Target 80%
We are dedicated to tackling anti-social behaviour in a responsive, victim-centred, proportionate and robust way. Our dedicated Community Safety team work closely with those affected by anti-social behaviour to help them resolve the issues they are experiencing.
Satisfaction with listening to views and acting on them
32.2%
We have just launched our new Resident Engagement Strategy setting out new and enhanced ways of partnership working with our residents. By increasing the ways residents can get involved we aim to better demonstrate how we are listening to customer feedback and using it to shape our services.
Satisfaction with quality of home
60.2%
How our customers view the quality of our homes is a key measure of their satisfaction and used when we are planning our home improvements programme and designing our new homes.
Satisfaction with latest repair
86% - Target 90%
Our repairs service is the service our customers use the most. We are always working of ways to improve our repairs service and have recently introduced the ability to report repairs and book appointments through our MyOneHousing portal. Customers can also track the operative when they are on their way to do their repair and see their estimated time of arrival.
Percentage of repairs fixed first time
86.3% - Target 85%
We know our customers want their repairs fixed at the first visit and we have increased the number of multi-trade operatives we have, and made it easier for them to access materials. Our advisors have had more training to ensure they extract the right information at the time a repair is reported to reduce the number of wasted visits.
Percentage of appointments kept
97.4% - Target 98%
It is important we turn up when we have said we will. If we are unable to attend when planned we will call and rearrange the appointment. If we don’t we will make a missed appointment payment of £10 for every appointment we miss.
Percentage of repairs completed within target timescales
82% - Target 80%
Difficulties with recruitment and accessing materials has impacted on our ability to complete repairs within our target timescales. We are working hard to ensure we have the workforce and materials needed to complete all repairs on time.
Percentage of lettable homes currently occupied
99.7%
With the currently housing shortage we know how important it is to have our homes occupied and empty for as little time as possible. Our Allocations and Onboarding team and Repairs team are dedicated to keeping our empty homes to a minimum.
Overall satisfaction
47.1% - Target 65%
These are our overall perception survey results on how our customers are satisfied with the services we provide. This score helps us shape our planned improvements across all our services.
Net easy score
-28.3
This score tells us how easy our customers find it to contact us and is based on a scale of 1 to 7 (1 being extremely easy and 7 being extremely difficult). We are working hard to make it easier for our customers to contact us. We have increased the number of advisors we have, introduced web-chat and expanded the functionally of our MyOneHousing portal.
Call waiting times
2.61 – Target 0.20
This is the average time customers have to wait for us to answer their call. We are encouraging our customers to self-serve through our different communication channels to avoid having to wait when our Customer Service Centre is busy.
First time resolution
82% - Target 80%
We aim to resolve our customers queries as quickly as possible. Our advisors are trained on a wide range of issues so they can deal with most queries at first contact.
Percentage of complaints responded in target
97.5% - Target 90%
We know how important it is to deal with complaints quickly and that our complaints process is easy to use. A key part of this is to ensure as many of our customer complaints are responded to with our timeframe of 10 working days.
Satisfaction with complaints handling
19% - Target 60%
We are working on our customer’s feedback to improve our complaint handling. Our complaint process is based on the Housing Ombudsman’s Complaint Handling Code and we review all our complaints to see how we can improve.
Satisfaction with anti-social behaviour handling
80% - Target 80%
We are dedicated to tackling anti-social behaviour in a responsive, victim-centred, proportionate and robust way. Our dedicated Community Safety team work closely with those affected by anti-social behaviour to help them resolve the issues they are experiencing.
Satisfaction with listening to views and acting on them
35.6%
We have just launched our new Resident Engagement Strategy setting out new and enhanced ways of partnership working with our residents. By increasing the ways residents can get involved we aim to better demonstrate how we are listening to customer feedback and using it to shape our services.
Satisfaction with quality of home
57.2%
How our customers view the quality of our homes is a key measure of their satisfaction and used when we are planning our home improvements programme and designing our new homes.
Satisfaction with latest repair
79% - Target 90%
Our repairs service is the service our customers use the most. We are always working of ways to improve our repairs service and have recently introduced the ability to report repairs and book appointments through our MyOneHousing portal. Customers can also track the operative when they are on their way to do their repair and see their estimated time of arrival.
Percentage of repairs fixed first time
94.9% - Target 85%
We know our customers want their repairs fixed at the first visit and we have increased the number of multi-trade operatives we have, and made it easier for them to access materials. Our advisors have had more training to ensure they extract the right information at the time a repair is reported to reduce the number of wasted visits.
Percentage of appointments kept
97.1% - Target 98%
It is important we turn up when we have said we will. If we are unable to attend when planned we will call and rearrange the appointment. If we don’t we will make a missed appointment payment of £10 for every appointment we miss.
Percentage of repairs completed within target timescales
73% - Target 80%
Difficulties with recruitment and accessing materials has impacted on our ability to complete repairs within our target timescales. We are working hard to ensure we have the workforce and materials needed to complete all repairs on time.
Percentage of lettable homes currently occupied
99.4%
With the currently housing shortage we know how important it is to have our homes occupied and empty for as little time as possible. Our Allocations and Onboarding team and Repairs team are dedicated to keeping our empty homes to a minimum.
Overall satisfaction
48.2% - Target 65%
These are our overall perception survey results on how our customers are satisfied with the services we provide. This score helps us shape our planned improvements across all our services.
Net easy score
-37.4
This score tells us how easy our customers find it to contact us and is based on a scale of 1 to 7 (1 being extremely easy and 7 being extremely difficult). We are working hard to make it easier for our customers to contact us. We have increased the number of advisors we have, introduced web-chat and expanded the functionally of our MyOneHousing portal.
Call waiting times
3.14 – Target 0.20
This is the average time customers have to wait for us to answer their call. We are encouraging our customers to self-serve through our different communication channels to avoid having to wait when our Customer Service Centre is busy.
First time resolution
80% - Target 80%
We aim to resolve our customers queries as quickly as possible. Our advisors are trained on a wide range of issues so they can deal with most queries at first contact.
Percentage of complaints responded in target
96% - Target 90%
We know how important it is to deal with complaints quickly and that our complaints process is easy to use. A key part of this is to ensure as many of our customer complaints are responded to with our timeframe of 10 working days.
Satisfaction with complaints handling
26% - Target 60%
This figure is based on customers who have been through our complaints process. We are continuously working on our customer’s feedback to improve our complaint handling. Our complaint process is based on the Housing Ombudsman’s Complaint Handling Code and we review all our complaints to see how we can improve.
Satisfaction with anti-social behaviour handling
81% - Target 80%
We are dedicated to tackling anti-social behaviour in a responsive, victim-centred, proportionate and robust way. Our dedicated Community Safety team work closely with those affected by anti-social behaviour to help them resolve the issues they are experiencing.
Satisfaction with listening to views and acting on them
35.0%
Our Resident Engagement Strategy sets out new and enhanced ways of partnership working with our residents. By increasing the ways residents can get involved we aim to better demonstrate how we are listening to customer feedback and using it to shape our services.
Satisfaction with quality of home
56.7%
How our customers view the quality of our homes is a key measure of their satisfaction and used when we are planning our home improvements programme and designing our new homes.
Satisfaction with latest repair
74% - Target 90%
Our repairs service is the service our customers use the most. We are always working of ways to improve our repairs service and have recently introduced the ability to report repairs and book appointments through our MyOneHousing portal. Customers can also track the operative when they are on their way to do their repair and see their estimated time of arrival.
Percentage of repairs fixed first time
92% - Target 85%
We know our customers want their repairs fixed at the first visit and we have increased the number of multi-trade operatives we have, and made it easier for them to access materials. Our advisors have had more training to ensure they extract the right information at the time a repair is reported to reduce the number of wasted visits.
Percentage of appointments kept
97% - Target 98%
It is important we turn up when we have said we will. If we are unable to attend when planned we will call and rearrange the appointment. If we don’t we will make a missed appointment payment of £10 for every appointment we miss.
Percentage of repairs completed within target timescales
69% - Target 80%
Difficulties with recruitment and accessing materials has impacted on our ability to complete repairs within our target timescales. We are working hard to ensure we have the workforce and materials needed to complete all repairs on time.
Percentage of lettable homes currently occupied
99.6%
With the currently housing shortage we know how important it is to have our homes occupied and empty for as little time as possible. Our Allocations and Onboarding team and Repairs team are dedicated to keeping our empty homes to a minimum.