Annual report for residents 2019/20 out now!
16 December 2020
We've just published our latest annual report for residents and this year we worked with some of our local panel members to ensure it includes the information you would want to read. In the report, you'll be able to find out how we did against our targets as well as our performance and achievements over the last financial year from April 2019 to March 2020.
Some of the key highlights include completing 95.7% of repairs within target time against a target of 95%; 100% of homes had a valid gas safety certificate; and we resolved 80% of complaints at the first stage of our complaint procedure. This is great news and something we will aim to keep doing next year.
There were some challenging aspects too. Our overall customer satisfaction fell to 85% against our target of 90% and resident satisfaction with overall repairs reached 80.5%, against a target of 85%. We’re closely examining the reasons for this so we can put measures in place to improve these services and achieve or exceed our performance targets for them. Our five-year strategic objective is to achieve at least 90% customer satisfaction.
You can see some of our other key performance results below and you can read our full report online at: https://network.max-mediagroup.co.uk/2019-20/welcome/