Performance
Performance through 2020/21 (April 2020 – March 2021) was positive, despite the unprecedented challenges the pandemic presented us. Our teams worked hard to maintain service delivery for our customers – new and existing - including completing repairs, new homes and delivering work, training and volunteering opportunities.
We monitor progress and performance against our key business priorities and Corporate Plan objectives. This helps us measure our success, see what we’re doing well and look at where we may need to improve.
2020/21 Progress and Performance
Hit our target of
7.3/10
for customer satisfaction
Households into Work, Training & Volunteering
701
against a target of 750
In 2020/21 we also:
Carried out over
38,085
repairs
Achieved
8.9/10
overall satisfaction for the Repairs Service
86.8%
of responsive repairs fixed first time
Received
108,043
calls and
79,158
emails into our two contact centres
Maintained
100%
Decent Homes Standard through the year
Achieved
100%
Gas Safety Certificate compliance
2020/21 Progress and Performance
Our most recent available performance data is up to and including November 2021.
7.03/10
for customer satisfaction
507
Households into Work, Training & Volunteering
Between April and November 2021, we have:
Carried out over
34,952
repairs
Achieved
8.8/10
overall satisfaction for the Repairs Service
Fixed
84.29%
of responsive repairs fixed first time
Received
84,027
calls and
57,689
emails into our two contact centres
Maintained
100%
Decent Homes Standard
Achieved
100%
Gas Safety Certificate compliance
Improvements to your home
Since April 2021 we have delivered just over
£18m
of improvements to over 2200 homes through our investment programme.
These included almost
700
kitchens and bathrooms, over
800
windows and doors and over
650
boilers and heating systems