We want to be open with our residents about how we are performing and where we need to work to improve on services delivery.
Each month, we will be publishing Key Performance Indicators (KPIs) and commentary, offering you a detailed look at our performance across our services delivery.
Please see below the Performance Commentary for August 2026
Please see below a range of KPIs, the yearly target and this month's measurements.
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Overall Tenant Satisfaction
Overall tenant satisfaction was 45.8% in August against target figure of 65% (Direction +5.2%)
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Average Call Wait Time
Average call wait time was 1 minute 52 seconds. Target is 1 minute 30 seconds (Direction +1 second)
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Percentage Of Calls Abandoned
17.2% calls were dropped in August. Target is 10% or less (Direction: +2.8%
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Emergency Repairs Responded To On Time
98.9% of emergency repairs were responded to on time in August, with a target of 98% (Direction -1.2%)
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Non-Emergency Repairs Responded To On Time
The target reached in August was 100% against yearly target of 88% (Direction: +9%)
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Satisfaction With Repairs
The August figure was 70% against a target of 90% (Direction: -30%)
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% Emergency Damp and Mould Cases Resolved In 24 Hours
There were no cases recorded in August (Direction: N/A)
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% Significant Damp and Mould Cases Inspected Within 10 Days
The August figure was 100% which met the target. (Direction: N/A)
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% ASB Cases Responded To On Time
The August figure was 100% which is the same as the previous month.
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% Estate Inspections Completed During The Month
100% of Estate Inspections were completed during August. Target is 100% (Direction: Same as previous month).
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Complaints Responded To Within Target Time (Including Extensions)
August's target of %100 was the same as the previous month.
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Satisfaction With Complaint Handling
August's figure of 60% was the same as the previous month. The target is 65%.
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% Gas Safety Certificates In Place
August's figure of 98.87% is against the target of 100% (Direction: +0.3%)
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% Fire Inspections Completed On Time
August's figure was 100%, meeting target.
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% Electrical Certificates In Place
August's figure was 97.81% (Direction: -0.09%)
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