How we're performing

Sharing how we're performing against the things that matter most to you.

Being transparent about how we're doing

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.

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.

How we performed over the past 3 months (July - September 2024):

Repairs

Satisfaction with responsive repairs (building maintenance, gas and electrical)

Spanner and screwdriver graphic VIVID repairs standard icon

Performance

8.8

Target

8.8

Trend

Emergency repairs completed within 24 hours

Spanner and screwdriver graphic VIVID repairs standard icon

Perfomance

97.7%

Target

98%

Trend

Repairs appointments kept

Spanner and screwdriver graphic VIVID repairs standard icon

Performance

95.1%

Target

95%

Trend

Non-emergency repairs completed within 28 days

Spanner and screwdriver graphic VIVID repairs standard icon

Performance

63.3%

Target

77%

Trend

Customer contact

Callbacks completed on time

Graphic of phone VIVID customer contact icon

Performance

94.1%

Target

98%

Trend

Average call wait time

Graphic of phone VIVID customer contact icon

Performance

07.19 mins

Target

15 mins

Trend

Satisfaction with your experience of contacting us

Graphic of phone VIVID customer contact icon

Performance

8.4

Target

8.8

Trend

Neighbourhoods and customer engagement

Satisfaction with how we handled your report of anti social behaviour

Neighbourhood standard icon VIVID icon neighbourhood standard

Performance

6.2

Target

7

Trend

Number of involved customers

Graphic of a megaphone Graphic of a megaphone

Performance

1440

Target

1000

Trend

Support

Recovered in unclaimed benefits for our customers

Graphic of house VIVID icon support standard

Performance

3.5m

Target

1.5m

Trend

Putting things right

Complaints closed within our timescales

Graphic of clipboard Graphic of clipboard

Performance

96%

Target

95%

Trend

Satisfaction with how we handled your complaint

Graphic of clipboard Graphic of clipboard

Performance

4.6

Target

6.5

Trend

Safety

Compliance with our health and safety obligations (gas, electrical, fire, asbestos, water and lift safety)

Graphic of person in hard hat Graphic of person in hard hat

Performance

99.99%

Target

100%

Trend

Satisfaction with our gas and electrical safety service

Graphic of person in hard hat VIVID safety standard icon

Performance

9.7

Target

8.8

Trend

Planned Maintenance

% of our planned maintenance programme completed

purple hand holding spanner Graphic of hand holding spanner

Performance

65.2%

Target

90%

Trend

Satisfaction with our planned maintenance activities

purple hand holding spanner Graphic of hand holding spanner

Performance

N/A

Target

8

Trend

Moving and homeowner

Mutual exchange application decisions within 42 days

Graphic of a van Graphic of a van

Performance

99.2%

Target

100%

Trend

Satisfaction with moving in experience (lettings)

Graphic of a van Graphic of a van

Performance

8.8

Target

8.5

Trend

Satisfaction with moving in experience (sales)

Graphic of hand holding keys Graphic of hand holding keys

Performance

7.9

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. 

Transactional surveys

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.

Perception 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.

Our teams remain committed to responding to callback requests by the end of the next working day. We are making improvements, and this is being monitored as a priority. We continuously update information about our services to enable our Customer Experience advisors to resolve queries at the first point of contact.

Call wait times have improved over quarters 1 and 2, with a slight setback in September due to high levels of staff sickness. More and more customers are using WhatsApp and Live Chat as alternatives to calling, and we have received very positive feedback.

We are on track to ensure that all commitments made to resolve complaints will be completed within the agreed timescales, by the end of March 2025, if not before.

Completion of non-urgent repairs remains a key focus. While progress has been steady over the last quarter, we are continuing to work towards our target completion timescale of 28 days.

Find out more about our performance last year

Read our 2023-24 customer annual review.

Find out more
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