We take our work seriously and always strive to provide the best service possible. But sometimes things don't always go exactly to plan for all kinds of reasons - some that we can control and some that we can't.
We measure our performance so that we can see what's working and where we could do better. Our Board and our Insight Committee - which includes customer representatives - both closely monitor this data to help keep us on our toes. We also regularly survey customers to find out what they think about Futures and the homes and services we offer.
To help show you how we're doing we also asked customers what information they would like to see to get an overview of how we're performing - and those measures are shown below and updated monthly.
Average time for a standard repair
(January 2024)
Number of customer calls
(January 2024)
Number one contact reason
(January 2024)
Number of formal complaints
(January 2024)
Average time to respond to a complaint
(January 2024)
Customers who say they are dissatisfied
We no longer record this data. Expressions of dissatisfaction are now treated as complaints and added into that total in line with new government guidance.
