Monthly Performance & Customer Satisfaction

Performance as at April 2025

Delivering Maintenance Service 

Percentage of homes with a valid gas safety certificate: 

Target: 100% 

Actual: 100% 

Percentage of tenant satisfaction with repair:

Target: 88% 

Actual: 72.6% 

Feedback from customers has highlighted recurring concerns around the time taken to complete repairs, the quality of work, and the effectiveness of communication throughout the process.

We’ve made some changes to help make things better but understand that these changes will take time to show results.

We’ve worked with Ian Williams and the HUB to improve the process for follow-up visits and rebooking. We’ve also changed the way we do our meetings with Ian Williams. This is to make sure that the right people are looking at the right data, we learn from what's happened and make changes, and keep track of what needs to be done.

Ian Williams is also creating a clear plan that shows how they will fix key problems and make customers happier.

We’re also starting community meetings every two months. These will happen on-site and will give customers a chance to talk to us, raise issues early, and sort out any problems more quickly.

Managing Empty Homes 

Percentage of money lost due to empty homes:

Target: 0.78% 

Actual: 0.86% 

A number of long-term voids were carried over from the previous financial year, which has had a negative impact on overall performance.

Average time to let a property:

Target: 20 days 

Actual: 30.5 days 

We carried forward seven long-term voids from the previous financial year. These had been vacant for more than 35 days. The main reason for the delay was waiting for utility meters to be installed. In three cases, the energy companies didn’t turn up when they were supposed to. We’ve now reported this to the regulator.

To help people move in faster, we’ll be offering new tenancies that can start on any day of the week, starting in July.

Our Housing team meets every week with Property Services and repair teams to keep things on track. There is still strong demand for all types of homes.

Managing Income 

Percentage of money lost due to rent arrears:

Target: 2.90% 

Actual: 2.31% 

Delivering Customer Service

Percentage satisfaction with call handling: 

Target: 88% 

Actual: 91.1%