How we're performing in 2019-20
So far this year we have collected £109.8 million in rent, a collection rate of 99.02 per cent. This is meeting our target of 99 per cent.
Leaseholder service charge collection
So far this year we have collected £9.4 million in service charges, a collection rate of 101.3 per cent. This is below our target of 105 per cent.
In the last 12 months we surveyed 4,087 residents who received a responsive repair and 85.1 per cent of them said they were happy with the quality of the repair work. This is just below our target of 90 per cent.
Time taken to complete repairs
We have completed 59183 repairs jobs in resident’s homes so far this year. On average responsive repairs have been completed in 12.7 days which is below our target of 11.5 days.
Calls answered on time
Our contact centre answered 54.2 per cent of calls in less than 20 seconds. We aim to answer 80 per cent of calls within 20 seconds.
We have answered 83.6 per cent of local resolution complaints on time. This is below our target of 90 per cent.
In December 99.6 per cent of properties had a gas safety certificate less than a year old. Just below our target of 100 per cent.
We've let empty homes in an average of 30.2 days. Our target for this is 24 days.
We have answered 86.3 per cent of members' enquiries in less than ten days. This is below our target which is 90 per cent.
Housing management performance reports
You can read how we've performed on a monthly basis in the reports below.