Our performance

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.

It’s important to us that you feel safe and at peace in your home. That’s why we aim to respond to all reports of anti-social behaviour (ASB) within 48 hours. Over the last quarter, we contacted all customers who reported instances of ASB, with six customers contacted a day later than we aimed to. We continue to work towards meeting our target - every day, dedicated officers from our Neighbourhood Team assess and prioritise all new reports of anti-social behaviour so we can respond quickly and get you the help you need.

Earlier this year we ran a successful trial of an out-of-hours service to provide support and advice to people suffering from anti-social behaviour. Our high-risk victims of anti-social behaviour can now receive reassurance calls from the service when our offices are closed.

To improve our approach, our colleagues are taking external training and attending conferences to refresh their knowledge and awareness. As part of a project to understand the quality of our service, we’ll also be contacting customers after ASB investigations are closed to assess what we did well and what we could have done better. 

We continue to listen to your feedback and are working to be more visible in our communities. In addition to participating in successful ASB action days earlier in the year, we engaged in the Kent Community Safety Partnership ASB event in March, collaborated with Essex County Council's Hate Crime Group to carry out research, and connected with partners across all areas we operate in. These events and partnerships allow us to work closely with customers, colleagues, and local partners to address community safety concerns collectively and find solutions together.

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.

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. 

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.

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.

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.

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 your safety and the safety of your homes very seriously. We carry out regular checks and maintenance to make sure we’re compliant when it comes to gas, electrical, legionella, asbestos, fire and lift safety in your homes and buildings.

We’re proud to say that in the last quarter, we were 100% compliant in four of these areas (legionella, asbestos, fire and lift safety). Thirteen of our rented homes had overdue gas safety checks and six homes had overdue electrical safety checks – this was because we couldn't access these homes to carry out these checks. We’re following our internal procedure to gain access to these homes, complete these final checks, and ensure the safety of our customers, their homes, and neighbouring homes.