We aim to deliver excellent services to all our residents throughout the year and we monitor our performance to track how we are doing. This dashboard lets you see how well we are performing against the targets we set ourselves and, in particular, where we need to improve.

The information you can see here is the same data that we use as a business to manage our services to ensure we deliver quality experiences and also to identify areas for improvement. Our involved residents helped us design this dashboard to make sure you, our residents, have access to the information you need. 

The data currently shows our performance from 1 April 2023 to 31 December 2023. (You can look at last year’s data by changing the year in the drop down option.)

Using the dashboard

Please accept the cookies on our website to view the dashboard.

To help keep our website working as well as possible, the dashboard will only load when you tell it to. When you’re ready to look at our performance information, just click the button that says ‘View interactive content’.

Then click on the topic you are interested in: Repairs, Complaints and Feedback, Our Homes, or Health and Safety. You can browse the performance information related to that topic - there are several different numbers that we report on for each topic.

Understanding the dashboard

We use a red-amber-green rating to show how well we are doing:

• Green means we're on target
• Amber means we're nearly there
• Red means there is more work to do to make sure we're achieving the standards and quality we want to. 

Underneath each diagram, we tell you when the information was last updated, for example, ‘September 2023’.

We’re pleased to have mostly met your expectations and the targets we set during the first 9 months of the year. There are some areas where we want our performance to improve:

Repairs

We know the performance of our repairs service is very important to you. There are some areas we didn’t do as well as we aimed to: first time fix and the delivery of completed repairs on time.

Although our contractors, Mears, missed our targets for repairs completed on time, in most cases, contractors arrived slightly later on the same day as the scheduled appointment. We are working with Mears to improve this. Like many other companies, Mears have experienced delays with materials needed for repairs. This delayed completions of routine repairs where additional work or materials were required to complete the repair. We now keep more commonly needed parts and materials in stock and are seeing a slight improvement in these areas compared to last year.

Complaints and feedback

In October 2023, we updated the way we collect your feedback on our services. Our new approach makes it easier for us to ask for feedback on more of your experiences, however it means we cannot report on the information we collected using our old approach within this dashboard. The figures reported in this dashboard under the headings 'Net Promotor Score', 'Customer Satisfaction Score' and 'Repairs Satisfaction' reflect data from October 2023. If you would like to review last year's data, take a look at the Residents Report 2022-23. Thank you if you have clicked on the link in a text or email to complete our quick online survey, we review all your comments. 

Health and safety

The law states we must check the electrical safety of your home once every 10 years. We take health and safety so seriously that we aim to complete safety inspections every five years. At the moment, we’re a little behind our target but all our homes have certificates in line with the legal requirements.

 

Read all about how we performed in 2022-23 in our Residents Report 2022-23, developed in partnership with our Involved Residents.