Our Performance Targets

Every year we update our performance targets and set a range of Key Performance Indicators, often referred to as ‘KPI’s’.
KPI’s act as the vital signs of a business. Just like doctors use vital signs (like heart rate and blood pressure) to check your health, businesses use KPIs to measure how well they're doing.
Some of our KPI’s are informed by different regulatory bodies (such as the Building Safety Regulator or the Housing Ombudsman) and these tend to be very similar year-in, year-out. However, the targets we set about the services we offer Residents should be decided on by you. We therefore want to know if you think our proposed ‘vital signs’ are challenging enough and if they will provide Residents with a good enough level of service.
We have set out below our performance year to date. Then in the tab next to it we have listed what we’re proposing for the year 2025/26.
Please take a look at this information and then complete the survey to tell us what you think.
 

2024/25 Average time to answer calls into Contact Centre Actual performance year to date is 12 minutes 40 seconds  (this doesn’t include the time taken to make a call back – a feature which has now been disabled following contact centre improvements)	2025/26 Proposed KPI’s Average time to answer calls into Contact Centre Quarter 1 – 5 mins Quarter 2 – 4 mins Quarter 3 – 3 mins Quarter 4 – 2 mins
2024/25 % of calls answered Actual performance year to date is 66.03%	2025/26 Proposed KPI’s % of calls answered Quarter 1 – 80% Quarter 2 – 85% Quarter 3 – 90% Quarter 4 – 95%
2024/25 Average days to relet empty homes Actual performance year to date is 104 days	2025/26 Proposed KPI’s Average days to relet empty homes Quarter 1 – 60 days Quarter 2 – 50 days Quarter 3 – 40 days Quarter 4 – 30 days
2024/25 % of Repairs completed on time Actual performance year to date is 68.74%	2025/26 Proposed KPI’s % of Repairs completed on time Target for the whole year of 90%
2024/25 % of Emergency Repairs completed on time Actual performance year to date is 99.66%	2025/26 Proposed KPI’s % of Repairs completed on time Target for the whole year of 99%
2024/25 Average days to complete a repair Actual performance year to date is 24.5 days	2025/26 Proposed KPI’s Average days to complete a repair Target for the whole year of     14 days
2024/25 % of residents satisfied with their repair Actual performance year to date is 72.61%	2025/26 Proposed KPI’s % of residents satisfied with their repair Target for the whole year of     85%

In addition to this we are proposing some new measures for 2025/26. These are:
 

2025/26 Proposed KPI’s Number of current tenant visits Quarter 1 – 750 visits Quarter 2 – 1250 visits Quarter 3 – 2125 visits Quarter 4 – 2125 visits This is an annual total of 6,250 visits which is 50% of our homes

2025/26 Proposed KPI’s % of residents satisfied with ASB case resolution Quarter 1 – 65% Quarter 2 – 65% Quarter 3 – 70% Quarter 4 – 75%

2025/26 Proposed KPI’s % of advertised Estate Walkabouts completed Target of 100%

2025/26 Proposed KPI’s % of Housing Support cases resolved satisfactorily Target of 100%