Our regular performance updates

We send an SMS message to all customers after they've contacted us through our Customer Service Centre. We ask them to rate the service they received on a scale of 1 - 5. Then, we calculate how many customers were ‘very or fairly satisfied’ with their experience, giving us our final satisfaction score.

We use our phone systems to review how long we take to answer calls made to our Customer Service Centre. We aim to answer 80% of the calls we receive within 2 minutes and 30 seconds.

We look through our systems to see how many cases of anti-social behaviour we've logged. We use this number to calculate the number of cases per 1,000 homes - this shows us how common anti-social behaviour is in relation to the number of homes we manage.

We look at the proportion of anti-social behaviour (ASB) cases we've logged where we've responded to the person who made the report within 24 hours. This ensures we're responding to reports of ASB swiftly so those making the reports get the support they need.

How we're working with customers and local partners to keep you safe and at peace in your home.

How we performed this quarter

We send an SMS message to customers after we've completed a repair in their home. We ask them to rate the service they received on a scale of 1 - 5. Then, we calculate how many customers were ‘very or fairly satisfied’ with their experience, giving us our final satisfaction score.

We aim to complete all emergency repairs within 24 hours, and we measure what proportion of emergency repairs reported have been completed within this time frame.

We aim to complete all routine repairs within 21 days, and we measure what proportion of routine repairs reported have been completed within this time frame.

We record how long it takes us to complete a repair, measuring from the date you first report it until the date it was completed. Then, we look at all repairs reported and calculate how long it took us on average to get the repair sorted.

Your repairs service still isn't meeting your expectations or ours, so we're making some changes to the contract, to find out more click here.

How we've performed this quarter

Morgan Sindall’s team is growing, and only have three positions left to fill! With these new operatives joining us, we’ll be able to handle more repairs ourselves instead of relying on subcontractors. Our specialist repairs team has been working hard to support our most vulnerable customers. Since April, they’ve booked nearly 8,000 appointments and handled around 4,000 calls, plus 1,200 callbacks. We also meet with our Repairs Forum every three months to see how we can improve based on your feedback. After some recent workshops, we’re excited to plan changes that will really benefit you. It’s all about making your experience better! 

We measure the number of complaints we've logged on our system over the last quarter. These include complaints we received from customers and non-customers. 

Our performance this quarter

From April to June, we saw some ups and downs in the number of complaints, but things started to settle down by the end of the quarter. Customers have been consistently frustrated with slow repairs and issues with the new garden care services. Our Neighbourhoods team is putting together a newsletter to address the main concerns you’ve shared with us. We’ve noticed that more complaints are moving to the second stage of our process. This is mainly because people aren’t happy with the compensation we offer and how long it takes to fix problems. We’re listening and working hard to make things better. 

We aim to respond to all stage one complaints within 10 days after we first log them. We measure what proportion of these complaints have been responded to within this time frame.

Our performance this quarter

From April to June, we saw some ups and downs in the number of complaints, but things started to settle down by the end of the quarter. Customers have been consistently frustrated with slow repairs and issues with the new garden care services. Our Neighbourhoods team is putting together a newsletter to address the main concerns you’ve shared with us. We’ve noticed that more complaints are moving to the second stage of our process. This is mainly because people aren’t happy with the compensation we offer and how long it takes to fix problems. We’re listening and working hard to make things better. 

While we resolve your stage one complaint, we commit to completing certain actions within a given time frame. We measure the proportion of stage one commitments we've addressed within this set time.

Our performance this quarter

From April to June, we saw some ups and downs in the number of complaints, but things started to settle down by the end of the quarter. Customers have been consistently frustrated with slow repairs and issues with the new garden care services. Our Neighbourhoods team is putting together a newsletter to address the main concerns you’ve shared with us. We’ve noticed that more complaints are moving to the second stage of our process. This is mainly because people aren’t happy with the compensation we offer and how long it takes to fix problems. We’re listening and working hard to make things better. 

If you're unhappy with the outcome of your stage 1 complaint, we escalate it to stage 2 of our complaints process. We aim to respond to all stage 2 complaints within 20 days after we've logged them. We measure what proportion of these complaints have been responded to within this time frame.

Our performance this quarter

From April to June, we saw some ups and downs in the number of complaints, but things started to settle down by the end of the quarter. Customers have been consistently frustrated with slow repairs and issues with the new garden care services. Our Neighbourhoods team is putting together a newsletter to address the main concerns you’ve shared with us. We’ve noticed that more complaints are moving to the second stage of our process. This is mainly because people aren’t happy with the compensation we offer and how long it takes to fix problems. We’re listening and working hard to make things better. 

We measure what percentage of our landlord health and safety obligations we've met to ensure you and your homes are safe. These requirements cover the following areas: fire safety, legionella, asbestos, gas, electrical and lifts. 

We measure how many of the homes we manage meet the Government's Decent Homes Standard. 

We take the safety of your homes very seriously and carry out regular checks and maintenance.

Our performance this quarter

We really care about your safety and the safety of your homes. That’s why we do regular checks and maintenance to ensure everything is safe when it comes to gas, electrical systems, legionella, asbestos, fire safety, and lifts. In the last quarter, we’re happy to report that we were 100% compliant in four areas: legionella, asbestos, fire safety, and lift safety.

However, we did have two rented homes with overdue gas safety checks and 13 homes with overdue electrical safety checks. This happened because we couldn’t get access to those homes. We’re actively working on getting access so we can complete these checks and make sure everyone’s home is safe. Your safety is our top priority!