Customer Service KPIs

Choose from the index:
Emergency Repairs Completed Within Target Timescale
Target: 97%
Actual: 98.8%

Percentage of emergency repairs completed within the 24 hour target during the reporting period:

 

Average Time for Non-Emergency Repairs
Target: 11 working days
Actual: 11.6 working days

There has been an improvement in performance during Q3 getting us closer to the target. We continue to see an elevated demand on our repairs service which in turn adversely effects the average days to complete non-emergency repairs:

Satisfaction with Repairs
Target: 88%
Actual: 91.38%

Performance is within target:

 

Satisfaction of New Tenants With Home
Target: 85%
Actual: 87.4%

We survey all new tenants shortly after they have moved in to their home. Satisfaction levels are high and instances of dissatisfaction are followed up with the tenants:

Satisfaction with handling of ASB
Target: 83%
Actual: 66.22%

Satisfaction is monitored by the Neighbourhood Safety Managers so any trends are identified and addressed.

 

Enquiry Resolved at First Point of Contact
Target: 70%
Actual: 71.92%

% of respondents who report receiving a satisfactory response to their enquiry with a single contact, based on responses to an automated survey to a daily sample of callers to Connect:

Complaints Responded to Within Complaint Handling Timescales
Target: 80%
Actual: 82%

The Housing Ombudsman sets time standards for acknowledging and responding to complaints and reviews of complaint decisions. Efforts throughout the company to improve complaint handling have resulted in improved performance since the start of 2024:

 

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