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About our customer service

88.5%
of our customers that rent a home say they are satisfied with the overall service we provide to them
Performing similarly to the previous year
We are in the top 50%
We are almost achieving our target

Our target: 90.0%

69.2%
of our customers are satisfied with how we handled things when they made a complaint
Performing better than the previous year
We are in the top 50%
We are almost achieving our target

Our target: 74.0%

95.8%
of our customers are satisfied with their last call to our customer service centre
Performing similarly to the previous year
We are in the top 25%
We are achieving our target

Our target: 93.5%

78.0%
of our customers are satisfied that we listen to their views and act upon them
Performing worse than the previous year
We are in the top 25%
We are almost achieving our target

Our target: 80.0%

7.3 out of 10
This score is based on an Institute of Customer Service surevy that measures if we deliver a service our customers trust
Performing similarly to the previous year
We are in the lower 50%
We are almost achieving our target

Our target: 7.6 out of 10

About your home

86.0%
of our customers are satisfied with the quality of their home
Performing similarly to the previous year
We are in the top 50%
We are almost achieving our target

Our target: 87.8%

100.0%
of our fire risk assessments were completed and up to date at month end
Performing similarly to the previous year
We are achieving our target

Our target: 100.0%

95.0%
of our customers are satisfied with the last repair we completed for them
Performing similarly to the previous year
We are in the top 25%
We are achieving our target

Our target: 95.0%

83.6%
of customers are satisfied with our overall repairs and maintenance service
Performing worse than the previous year
We are in the top 50%
We are almost achieving our target

Our target: 84.1%

100.0%
of our gas safety checks were completed and up to date at month end
Performing similarly to the previous year
We are in the top 25%
We are achieving our target

Our target: 100.0%

About your neighbourhood

85.4%
of our customers are satisfied with their neighbourhood as a place to live
Performing similarly to the previous year
We are in the top 50%
We are almost achieving our target

Our target: 86.8%

61.5%
of our customers are satisfied that the service charges they pay are value for money
Performing similarly to the previous year
We are almost achieving our target
55.4%
of our customers are satisfied with the support they have received to resolve an anti-social behaviour case
Performing similarly to the previous year
We are not achieving our target

Our target: 65.4%

506
new homes built so far this year
Performing better than the previous year
We are almost achieving our target

Our target: 683

We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 1,900 customers a year about their overall satisfaction with our services, their home, their neighbourhood and that we listen to their views.  We also ask a sample of customers who have recently experienced a service for their feedback – for example over 2,400 replies from customers about their last repair, over 550 regarding moving in to a home, over 600 responses about our complaints service, and over 7,000 responses about our customer service centre.