Customer Committee Scorecard

Our Customer Committee ensure that consumer standards are being met, value for money is being achieved and excellent services are being delivered. We report our progress to them every quarter.

Download Q3 Customer Committee Scorecard

Contents

Empty Homes

% of lettable homes currently occupied

  • Actual: 99%
  • Target: 99%

Number of properties allocated (year-to-date)

  • Actual: 1519
  • Q3 2022 to 2023: 1724

Average number of days to re-let

  • Actual: 69 days
  • Target: 44 days

 

Landlord health & safety compliance

% of eligible properties with a current Landlord Gas Safety Record

  • Actual: 99.99%
  • Target: 100%

Number of overdue remedial actions arising from a domestic electrical installation condition report

  • Actual: 90
  • Target: 0

Number of overdue remedial actions arising from a Landlord Gas Safety Check

  • Actual: 3
  • Target: 0

% of non-domestic properties with a current fire risk assessment

  • Actual: 100%
  • Target: 100%

% of domestic properties with a current electrical installation condition report

  • Actual: 95.93%
  • Target: 100%

Number of overdue actions arising from a fire risk assessment

  • Actual: 3
  • Target: 0 

 

Repairs

% of emergency repairs completed within target

  • Actual: 98.5%
  • Target: 85%

% of repairs competed right first time

  • Actual: 92%
  • Target: 85%

% of non-emergency repairs completed within target timescale

  • Actual: 88%
  • Target: 85%

Average number of days to complete a repair

  • Actual: 10 days
  • No target

 

Stock condition

% of homes that meet the requirements of the Decent Homes Standard

  • Actual: 99.4%
  • Target: 100%

% of homes with a current stock condition survey

  • Actual: 97.5%
  • Target: 100%

 

Neighbourhoods and communities

% of anti-social behaviour cases responded to in target timescale

  • Actual: 92%
  • Target: 100%

Average number of days to resolve an anti-social behaviour case

  • Actual: 45 days

 

Complaints 

Number of stage one complaints received (year to date)

  • Actual in quarter: 94
  • Year to date: 287

% of stage one complaints acknowledged within five working days of the complaint being received

  • Actual: 100%
  • Target: 100%

% of stage one complaints responded to within 10 working days of the complaint being received

  • Actual: 80%
  • Target; 100%

Number of stage two complaints received (year to date)

  • Actual in quarter: 33
  • Year to date: 95

% of stage two complaints acknowledged within five days of the escalation request being received

  • Actual: 100%
  • Target: 100%

% of stage two complaints responded to within 20 working days of the escalation request being received

  • Actual: 100%
  • Target: 100%

Number of Housing Ombudsman Maladministration Notices received

  • Actual in quarter: 1
  • Year to date: 4

Number of Housing Ombudsman Severe Maladministration Notices received

  • Year to date: 0

Number of Housing Ombudsman Severe Failures

  • Actual in quarter: 2
  • Year to date: 4

 

Customer contact

Number of calls presented

  • Actual: 280,929

% of calls answered within 60 seconds

  • Actual: 81%
  • Target: 80%

% of call abandoned 

  • Actual: 16%
  • Target: 5%

 

Income

% of rent collected

  • Actual: 100.9%
  • Target: 100.1%

% of rent arrears as a % of the debit

  • Actual: 1.63%
  • Year to date target: 1.57%

% of rent lost through empty homes

  • Actual: 1.28%
  • Year to date target: 1.32%