Sharing how we're performing against the things that matter most to you.
As an open and honest organisation, we want you to know how well we’re performing our services. Sharing regular performance updates makes sure that you have visibility on how we’re performing on the things that matter most to you.
In the last quarter, we experienced an increase in average call wait times to 13 minutes. This was mainly due to a busy period following the Christmas break, absence levels and an IT outage which caused periods of service disruption. However, for the entire year, our average call wait time improved to just under 9 minutes, down from over 11 minutes last year.
In March 2025, we handled a similar number of contacts as in March 2024. We are committed to improving our wait times to ensure you can speak to us as quickly as possible. We're also improving our online account so that you will be able to access more of our services, book and track repairs when this works for you, freeing us up to be available to speak to you when you need to. Watch this space for further updates.
We're pleased to report that satisfaction with our complaint handling has increased from 4.3 in Q3 to 4.7 in Q4, with a high of 5.2 in February. There is positive feedback from you about the empathy and helpfulness of our customer resolution team. We still have some work to do on communication, and keeping you informed throughout your complaint. We have worked with you to create our new Putting Things Right service standard which sets out how we will keep you informed throughout your complaint to address this. We've also seen a significant improvement in satisfaction in complaints now that our central team handles stage 1 complaints. In the coming year, we plan to centralise all stage 2 complaints to improve this further.
Find out more about what we're doing to improve in some of these areas, as well as how we monitor customer satisfaction using our transactional surveys, in the drop downs below.
You can also find out more about how we performed last year in our 2023-24 Customer Annual Review.
If you have any questions or want to know more, please contact us.
Satisfaction with responsive repairs (building maintenance, gas and electrical)
Performance
8.8
Target
8.8
Trend
Emergency repairs completed within 24 hours
Perfomance
97.9%
Target
98%
Trend
Repairs appointments kept
Performance
95.4%
Target
95%
Trend
Non-emergency repairs completed within 28 days
Performance
68%
Target
77%
Trend
Callbacks completed on time
Performance
94.2%
Target
98%
Trend
Average call wait time
Performance
13 mins
Target
15 mins
Trend
Satisfaction with your experience of contacting us
Performance
8.9
Target
8.8
Trend
Satisfaction with how we handled your report of anti social behaviour
Performance
6
Target
7
Trend
Number of involved customers
Performance
1472
Target
1000
Trend
Recovered in unclaimed benefits for our customers
Performance
3.3m
Target
2.75m
Trend
Complaints closed within our timescales
Performance
98.8%
Target
95%
Trend
Satisfaction with how we handled your complaint
Performance
4.7
Target
6.5
Trend
Compliance with our health and safety obligations (gas, electrical, fire, asbestos, water and lift safety)
Performance
100%
Target
100%
Trend
Satisfaction with our gas and electrical safety service
Performance
9.6
Target
8.8
Trend
% of our planned maintenance programme completed
Performance
135.6%
Target
90%
Trend
Satisfaction with our planned maintenance activities
Performance
N/A
Target
8
Trend
Mutual exchange application decisions within 42 days
Performance
100%
Target
100%
Trend
Satisfaction with moving in experience (lettings)
Performance
9
Target
8.5
Trend
Satisfaction with moving in experience (sales)
Performance
8.8
Target
8.5
Trend
Our approach to gathering a range of customer feedback includes running both transactional and perception surveys. This helps us to know what matters most to you and improving what we do.
You may receive a text or an email from us asking how we did after you’ve had an interaction with us, such as having a repair carried out or contacting our customer experience team. These are our transactional surveys and the measures that we report on every 3 months are based on the feedback we gather from these surveys.
We also work with TLF Research who carry out customer satisfaction surveys by telephone for a sample of our customers four times a year. If you’re selected for interview they’ll ask you about things like your overall experience with us, how you rate our different services, and how you think we could improve. You may not necessarily have had a recent interaction with us. This is our perception survey and some of the measures we report in our annual review are gathered from the results of this type of survey.
From April 2023, all housing associations are required to survey their social housing residents using the same set of Tenant Satisfaction Measures (TSMs) questions, prescribed by the Regulator of Social Housing (RSH), asked in the same way and in the same order. Having a consistent set of questions will better help us and the Regulator identify where we need to improve and where we are doing well. Like all other housing associations, we’ll have to report our results to the Regulator in April 2024. We must also publish our results, so please look out for these on our website and in our newsletters.
If you receive a phone call from TLF Research, we’d be very grateful if you would take the time to provide your feedback on your experience with us. We really value your feedback.
Whilst our callback performance is improving, we are still receiving feedback from customers that they are not being kept up to date. We are working with our teams to create follow-on callback tasks to ensure they are reminded to provide updates. We will be monitoring this over the next quarter.
We have made significant progress on completing commitments within the agreed timescales. We are on track to meet our target of 100% completed commitments within agreed timescales by the end of quarter 4.
Due to contractor availability, some of our planned works are being completed later than originally planned. We're working hard with our contractor partners to increase the amount of work completed in the final quarter of the year.
Read our 2023-24 customer annual review.
Find out more