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Let’s Talk Performance…
We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.
The figures below are taken from January 2025 and the arrows show how we’re doing compared with the previous quarter.
68.3%
Overall satisfaction
18.6
Net Easy Score (NES)
25 seconds
Call waiting times
73.8%
Satisfaction with well maintained homes
71.1%
Satisfaction with latest repair
68.2%
Percentage of appointments kept
89.12%
Reactive repairs completed right first time
54
Total number of complaints received
56.2%
Satisfaction with complaints handling
61.3%
Satisfaction with listening to views and acting on them
64.7%
Satisfaction with opportunities to participate in landlord decision making