Our latest performance – April 2019 to March 2020
The company has once again achieved high levels of performance against tough targets set by the Government, Gateshead Council and ourselves.
From April 2019 to March 2020, the company achieved targets in 13 of its performance indicators – including home repairs, collecting service charges, rent collection, customer service and customer satisfaction with the services we deliver.
The company is now looking to keep this performance going throughout the coming year and beyond.
Customer Service Improvement Groups regularly review performance to ensure the company keeps building upon previous successes.
Below is a summary of the company’s performance during the period.
99.7% of customers were satisfied with the repair service they received during April 2019 to March 2020. We are making 99.38% of appointments and we are completing 86.67% of repairs within timescale.
99.78% of appliances have received an annual gas service, securing the safety of residents and the local community. 99.9% of customers were satisfied with the gas service received.
Leasehold service charges
Targets have been exceeded when collecting leasehold service charges with 107.81% collection target being achieved. 92.44% of major-works charges were also collected. To maximise income collection a range of payment methods and financial assistance packages are available.
Between April 2019 and March 2020, 1,510 antisocial behaviour cases were opened, of which 90.73% were acknowledged and investigated within timescale
We aim to keep rent loss in empty homes to a minimum, and for April 2019 to March 2020, rent loss was 3.59%.
Rent and income
We collected 98.94% of the rent due from tenants and 94% of customers that contacted us for rent or debt advice were satisfied with the help and support we were able to provide. We aim to keep current tenants and former tenant rent arrears as low as possible and current rent arrears collection is 4.12% and former tenant collection is 2.82%.
We aim to support our tenants to stay in their properties and maintain their tenancies for longer. We do this by providing rent and advice, providing properties that meet their needs and which allow them to live in a clean, well maintained environment. The percentage of tenancies terminated remain low from April 2019 to March 2020 at 7.78%.
Housing support services
We want to support our most vulnerable customers to remain in their homes. We aim to provide them with a support plan to help them do this in seven days. We achieved this for 91% of our customers. 70% of our vulnerable customers improved their independent living skills following completion of their support plan.
Our aim is to make the services we offer the best they can possibly be. We learn from customer customer feedback when a complaint is made to us. Of those customers that made a complain to us, 78% were satisfied with the investigation of their complaint.