We aim to deliver high performance and value for money in the way we provide services to our residents. To do this, we measure and monitor our performance against a number of key indicators.

How we're performing in 2019-20

Housing services performance December 2019

Rent collection

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.

Repairs satisfaction

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.

Gas safety

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.

Re-let times

We've let empty homes in an average of 30.2 days. Our target for this is 24 days.

Members' enquiries

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.