Tenant Satisfaction Measures

Complaints relative to the size of the landlord:
Stage 1: 12.4
Stage 2: 1.7

Complaints responded to within Complaint Handling Code timescales:
Stage 1: 80.9%
Stage 2: 70.0%

Antisocial behaviour cases relative to the size of the landlord
52.1

Homes that do not meet the Decent Homes Standard:
0.2% 

Repairs completed within target timescale:
Emergency: 97.7%
Non-emergency: 89.6%

Gas safety checks
99.9%

Fire safety checks
100%

Asbestos safety checks
100%

Water safety checks
100%

Lift safety checks
100%

Satisfaction with the most recent repair:
84.89%

Antisocial behaviour cases that involve hate incidents:
0

Electric safety checks
100%

Damp and mould cases
816

Repairs completed right first time
93.1%

Average energy efficiency of all properties
69.1

% of decent homes survey completed in the last five years
79%

Number of home improvements delivered (so far this year or in last financial year)
5,530

£ amount spend improving our homes
£23,589,429

Investment in local community groups (grants total amount)
£247,858

£ social value from investment
£6,633,806 

Total number of days our staff have volunteered
52

Number of new social homes built
89 

% new customers sustaining their tenancy for more than 12 months
97.64%

Number of empty properties
178 

Average relet time
36.16 Days

Number of engagement activities
17 carried out (excluding TSMs)
379 customers responded

Number of calls answered by our customer hub
214,977

£ of unclaimed benefits secured for our customers
£1,628,951

Number of rent-to-buy homes built
113

Number of customers supported to sustain their tenancy
4,822 

Number of customers helped to access water grants
247

Number of customers supported by our Urgent Support Team
800 cases

% of rent collected
100%

Carbon footprint
17,283 tonnes

Staff turnover
11.4%

Best companies score
3 Star

Healthy culture score
84

% tenancy turnover
7.66%

Average relet time (standard properties) (days)
36.2