Every year, we review and update our performance targets, setting a range of Key Performance Indicators (KPIs) that help us track how well we’re delivering our services.
But what exactly are KPIs, and why do they matter to you?
Why KPIs Are Important
Just like doctors check heart rate and blood pressure to assess your health, we use KPIs to measure how effectively we’re serving our Residents.
They help provide valuable insights into areas like repair response times, service quality, and overall satisfaction.
Some of our KPIs are set based on requirements from regulatory bodies such as the Building Safety Regulator and the Housing Ombudsman.
These tend to remain consistent year after year. However, when it comes to the services we provide to Residents, we believe YOU should have a say in setting the standards.
Your Feedback Matters
We want to ensure that our targets are both challenging and meaningful - reflecting the high level of service you deserve. That’s why we’re inviting you to review our performance so far and let us know whether our proposed KPIs for 2025/26 meet your expectations.
Get Involved: Complete the Survey
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Our performance year to date
|
2024/25 |
2025/26 Proposed KPI’s |
|
Average time to answer calls into Contact Centre
(this doesn’t include the time taken to make a call back – a feature which has now been disabled following contact centre improvements) |
Average time to answer calls into Contact Centre
|
|
% of calls answered
|
% of calls answered
|
|
Average days to relet empty homes
|
Average days to relet empty homes
|
|
% of Repairs completed on time
|
% of Repairs completed on time
|
|
% of Emergency Repairs completed on time
|
% of Repairs completed on time
|
|
Average days to complete a repair
|
Average days to complete a repair
|
|
% of residents satisfied with their repair
|
% of residents satisfied with their repair
|
Our proposed targets for 2025/26
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Number of current tenant visits
This is an annual total of 6,250 visits which is 50% of our homes |
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% of residents satisfied with ASB case resolution
|
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% of advertised Estate Walkabouts completed
|
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% of Housing Support cases resolved satisfactorily
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Get Involved: Complete the Survey
Your feedback is crucial in helping us improve. Please take a moment to review the data and share your thoughts through our survey.
Your thoughts will directly shape the way we set and achieve our goals, ensuring a better experience for all Residents.
Thank you for being a part of this important process!
