Annual report to residents
Every year we publish an annual report to residents, where you'll be able to find out how we did against our targets as well as our performance and achievements over each financial year.
Here you can find our annual reports to residents.
Most recent report
The annual report to residents 2020 is our most recent published report covering the financial year 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 read the full report below: