Carbon Emissions
Importance: High
View other "Caring for our Customers, Assets and Neighbourhoods" indicators
Abandoned Calls
Average Time for Non-Emergency Repairs
Carbon Emissions
Complaints responded to within policy timescales
Component replacements
CRM actions completed
Current Tenant Arrears
Customer Net Promoter Score
Customers who agree that employee was polite
Emergencies Attended and Made Safe within 24hrs
Enquiry Resolved at First Point of Contact
Income Collected
Median duration of let (from ready to let to new tenancy start)
Median Void Length - General Needs
Median Void Length - Retirement Living
Money Advice Outcomes
Money Advice Provided
Number of fire doors replaced
Number of logins to online services
Number of Properties below Level C
Number of void properties with repairs completed and ready to let
Out-of-date Fire Risk Assessments
Overall customer satisfaction
Progress of Planned Programme
Properties compliant with gas safety requirements at quarter end
Properties compliant with gas safety requirements at quarter end
Properties with Invalid Gas Certificates during Reporting Period
Responsive and Void Cost Per Unit
RIDDOR incidents
Satisfaction of New Tenants with Home
Satisfaction with handling of ASB Case
Satisfaction with Repairs
The number of major component replacements completed
The number of roof replacements during the period
TSM: ASB cases per 1000 properties
TSM: Complaints per 1000 properties
TSM: Complaints responded to within complaint handling timescales
TSM: Emergency repairs completed within target timescale
TSM: Non emergency repairs completed within target timescales
TSM: Percentage of homes for which all other required safety checks have been carried out
TSM: Percentage of homes for which all other required safety checks have been carried out
TSM: Percentage of homes for which all required fire risk assessments have been carried out
TSM: Percentage of homes for which all required gas safety checks have been carried out
TSM: Percentage of homes that do not meet the decent homes standard
Void Loss
Q3 performance has again been impacted by gas and electric billing delays associated with estimated meter readings and consumption data. The rollout of smart meters to enable accurate remote meter reading will be completed by December 2026 and will assist in resolving this issue. Overall, we are expecting to achieve our annual target of reducing scope 1,2 and 3 emissions by the end of Q4.
< 30th Sep 2025