How are we performing?

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.

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?