North Wales Housing reviews our performance quarterly and annually.
How did we perform in 2016 – 2017
|2016 – 2017||2017 – 2018|
|New homes provided||51||0|
|The overall % of calls answered by Customer Service||87%||85%|
|The average time taken to answer inbound telephone calls Service||15 seconds||29 seconds|
|Formal complaints were received||52||53|
|Tenants satisfied with responsive repairs||98%||98%|
|The average number of days taken to complete a repair||8.66||9.54|
|Properties in the Planned Programme had kitchens, bathrooms or windows replaced||378||944|
|Tenants’ satisfied with planned maintenance work completed||95.8%||93.2%|
|Properties were not WHQS compliant||7.16%||0.36%|
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.