The average time to complete a routine repair has reduced from 16 days in 2017/18 to 12 days in 2018/19. This has been achieved by proactively allocating resources to the work required at the point of contact.
1.28% of total rent was arrears this year compared to 1.12% in 2017/18. Early intervention, working closely with DWP on Universal Credit and the support provided by our Money Advice Team has helped maintain this result.
Our properties are 100% compliant with Decent Home Standard and Decent Home Standard Plus, in line with 2017/18.
100% of gas certificates were in place at year which was in line with 2017/18.
Our Net Promoter Score (NPS) has reduced slightly from +43 in 2017/18 to +39 in 2018/19. As a result of the main detractor theme identified throughout the year, we have introduced queue technology in our contact centre meaning customer no longer need to queue when they call us.
Our Customer Effort Score (CES) has remained consistent with a score of 4.2.