How are we performing?

North Wales Housing reviews our performance quarterly and annually.

How did we perform in 2016 – 2017

  • North Wales Housing provided 51 new homes
  • The overall % of calls answered by Customer Service was 86.79%
  • The average time taken to answer inbound telephone calls was 15 seconds
  • 52 formal complaints were received
  • 98.02% of tenants were satisfied with repairs
  • The average number of days taken to complete a repair was 8.66
  • 378 properties in the Planned Programme had kitchens, bathrooms or windows replaced
  • 95.8% of tenants were satisfied with planned repairs carried out
  • 7.16% of properties were not WHQS compliant

How do we compare to other similar organisations?

Every year we also send the figures to HouseMark to be compared with other housing associations and local authorities. This helps us understand how well we perform against other social landlords. Our benchmarking performance dashboard can be accessed here.

Resident Satisfaction Survey

We ran our resident satisfaction survey between November and December 2017 using an independent research company. You can read the main survey results here.

Please click on a heading to read more.

What have we achieved in 2015 – 2016?

Looking into the future, what do we plan to do over the next 5 years?

What about the money? Do we manage our money well?

Do we have strong governance and leadership? Do we manage our risks well?

What key areas do we need to improve in and how we will do this?