Our performance: December 2021

Published: 21 January 2022

Here are our latest performance figures from December 2021. Every month, we report on five key figures, decided upon by our tenant scrutiny panel as being most important to you.

Overall satisfaction with our repairs service was 90%, below our target of 93% but an improvement of 1% over November’s results.

Once again, we hit our target of 100% for annual gas safety checks, so thanks to everyone for giving us access to your homes to complete this vital safety work. We also hit our target of keeping 99.9% of repair appointments.

Satisfaction with anti-social behaviour case handling was slightly down on November, at 87% against our target of 92%. It’s important to note that this is a measure of how happy customers were with how their cases were handled by our community safety team, and not how happy you were with the outcome of your case.

Finally, total arrears rose slightly to 5.01% against a target of 5.09%. We know that customers are experiencing challenges at the moment with rises in the cost of living, so if you’re struggling to maintain your rent, contact our Income Team on 0330 303 3000 option 2 to discuss your rent account. They can also put you in touch with our benefits and energy advice team, to help you make the most of your money.

For more details about our performance and how we compare with other housing associations, please visit our performance page.