How we are performing

Customer service and feedback

We aim to resolve calls at the first point of contact and provide excellent customer service.

• Complaints resolved within timescale
• Calls resolved at the first point of contact
• Contact centre satisfaction

Income and welfare

We aim to collect all rent due so we can continue to provide high quality services. We also help residents across the Borough with benefit claims and appeals.

• Proportion of rent collected
• Overall financial gains obtained on behalf of residents

Community safety

We have clear timescales to respond to reports of anti-social behaviour.

• Anti-social behaviour cases responded to within timescale
• Cases resolved successfully

Gas and repairs

All homes should have a gas safety certificate, and we aim to carry out repairs successfully first time.

• Homes with a gas service certificate
• Right first time
• Customers not available for appointments
• Satisfaction with repairs

Housing solutions

We aim to have the lowest number of empty homes as possible.

• Number of active empty homes