How are we performing?
We’ve revamped our performance page on our website to make it easier to find the statistics that are important to you.
Here are some highlights from April 2024 to March 2025. You can read full details in our annual report which comes out next month.
of residents were satisfied with the overall service from us.
of residents were satisfied with the overall repairs service.
of residents were satisfied that their home was safe.
of residents were satisfied that we treat them fairly and with respect.
of residents were satisfied that we keep communal areas clean and well maintained.
So, what are we doing to improve these figures?
We’ve been listening to your feedback, and you can find out what resident-led changes we’ve been making so far on our Get Involved page on our website.
New repairs service
April saw the start of our new repairs service, with KNK joining us as our primary contractor. You now report repairs directly to us, meaning we have better control over the process. KNK are here to support with completing repairs, and we’re keeping a close eye on timescales to make sure we’re meeting them. You can read more about KNK on our website.
Customer contact centre
We’ve introduced two new customer service advisor (CSA) positions to help us take your calls. The CSAs are your first point of contact and can answer or help direct you to the right person. They’re also taking reports of your repairs.
A business plan focused on what you want
We’ve created a new business plan based on what’s important to you. This includes maintaining your homes, providing a better repair service, listening to you and improving our communication with you.
More opportunities to get involved
We’ve created a new Get Involved leaflet to help you decide how you’d like to get involved with us. We’re looking at creating more positions that fit around your life – so it’s easier for you to have your say.
New account managers for cleaning and gardening
This year we’ve welcomed new account managers from Chequers who are helping to deliver better cleaning and gardening services to you. They’ve visited quite a few sites already and met with our Residents’ Panel to discuss standards and ongoing issues.