Let’s Talk Performance…

We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.

The figures below are taken from January 2024 and the arrows show how we’re doing compared with the previous quarter.

73.9%

Overall satisfaction
The majority of our Satisfaction Indicators saw an increase this quarter. Overall Satisfaction (Ind 1) hit 72% in Quarter 4, 2% above our target. The implementation of the new Tenant Partner role has continued to drive forward our customer’s overall satisfaction increase, coupled with closer working relationships with our main contractors and tighter contract management. We have a new dedicated point of contact for complaints, our Complaints Officer will continue to analyse negative customer experience and drive forward improvements in overall satisfaction.

77%

Satisfaction with latest repair
There was a decline in Q4 on satisfaction with latest repair. From analysis of customer feedback we identified a gap in how follow on works are processed and throughout the last 3 months we have implemented new processes to streamline this. This will support our customer journey in relation to their repairs.  We are continuing to work closely with our repairs contractors to monitor their performance and to drive forward improvements in customer care through shared complaints handling training and customer care information sessions. We have made some changes to our call handling procedures to improve our processes for making repairs appointments.

36 seconds

Call waiting times
We have seen an average increase in Q4. We have improved our call systems and are continuing to implement training to ensure all call handlers have as much knowledge as possible to be able to deal with customer enquiries at the first point of contact as far as possible.

57

Total number of complaints received
We have seen a slight increase in the total number of complaints received from 67 last quarter to 72 in Q4. We will be working closely with CSC to ensure actions are taken to improve the customer journey. Our highest number of complaints continue to relate to repairs and maintenance. We have introduced a single point of contact for the coordination of all complaints, ensuring that customers are kept up to date throughout the process. We are working with our repairs contractors to ensure complaints are dealt with quickly and within our target timescales. For all Stage 2 complaints we carry out a ‘lessons learned’ session where we review the reasons for the complaint and put in place actions to improve services.

72.8%

Satisfaction with opportunities to participate in landlord decision making
In Q4 this saw an increase against Q3 which increased by 4.5%. We have continued to support a number of community initiatives including clean up events, community garden projects, and have recently implemented our plans to develop a new Handyperson service. Consultations took place during Q4 on our planned maintenance or investment programme during 2024/25 and ensured that customers affected had the opportunity to discuss our proposals and get customer feedback on our property improvement plans.