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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 2025 and the arrows show how we’re doing compared with the previous quarter.
77.8%
Overall satisfaction
16.7
Net Easy Score (NES)
19 seconds
Call waiting times
81.8%
Satisfaction with well maintained homes
76.0%
Satisfaction with latest repair
64.7%
Percentage of appointments kept
76.36%
Reactive repairs completed right first time
45
Total number of complaints received
57.7%
Satisfaction with complaints handling
66.2%
Satisfaction with listening to views and acting on them
72.1%
Satisfaction with opportunities to participate in landlord decision making