Group Key Performance Indicators – April 2017 to end of January 2018

We want to deliver excellent services that exceed our customers’ expectations.

Our Customer Service Standards and Commitments provide a greater understanding of the services we can deliver and are underpinned by our values of Integrity, Quality, Respect, Innovation and Teamwork.

We measure our performance against standards and targets that are reviewed annually.

Customer Service

% of calls answered (target = 90%) 89.51%
Average seconds taken to answer calls 35 seconds
Complaints received 80
Compliments received 41


Repairs completed in target (target = 95%) 91.85%
Average time to complete repair (target = 10 days) 15.46 days
Valid gas certificates (target = 100%) 100%


New lets – rental (target = 10 days) 8.29 days
New lets – shared ownership (target = 180 days) 51.17 days
Properties available to let (target 0.5%) 0.43%


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