Latest performance data
From April 2024, we changed how we report rent arrears. Our figures now reflect actual payments received and credited to residents' accounts each month, excluding anticipated housing benefits payments. This new approach aligns with other housing associations and improves our support for residents.
| Performance measure | March 2024 | April 2024 | May 2024 | Change from previous month |
|---|---|---|---|---|
| Current arrears as a percentage of rent received | 1.8% | 2.8% | 2.3% | 0.5% better |
| Total number of cases in arrears | 351 | 693 | 528 | 165 cases less |
| Percentage of rent loss due to empty homes | 1.5% | 1.4% | 1.2% | 0.2% better |
| Average days homes remain empty before being re-let | 10 | 8 | 9 | 1 day worse |
| Percentage of responsive repairs completed on time | 98.2% | 95.0% | 91% | 4% worse |
| Homes with a valid gas safety certificate | 100% | 100% | 100% | No change |
Feedback and complaints data
We are committed to providing the best possible service for our residents and tenants. We welcome compliments, comments and complaints about our services so that we can continually improve what we do and how we do it.
| Performance measure | March 2024 | April 2024 | May 2024 |
|---|---|---|---|
| Average time taken to resolve Stage 1 complaints (target 10 working days) | 11.3 days | 12.7 days | 10 days |
| Average time taken to resolve Stage 2 complaints (target 15 working days) | 15 days | 14.5 days | 14.5 days |
| Complaints resolved within 10 working days | 9 | 7 | 5 |
| Complaints received this month | 13 | 5 | 6 |
| Compliments received this month | 5 | 10 | 22 |