20
OUR
PERFORMANCE
OUR PERFORMANCE
We want to exceed our targets and your expectations.
Here's how we performed in the areas which matter to you most:
National
benchmark*
Our target
for 2018
What we
achieved
in 2018
Provide sector leading service
Residents recommend us (NPS) 47 56 62
Residents satisfied with overall service 89% 96% 96%
Residents satisfied with their neighbourhoods 86% 92% 91%
Residents satisfied with our complaints handling 72% 90% 92%
Number of households signed up to MyAccount - 45% 53%
Repairs
Residents satisfied with repairs 95% 96% 97%
Number of repairs completed - - 87,714
Amount spent repairing homes - - £22.1m
Amount spent improving homes - - £48m
Maximise our social impact
Number of people into jobs and training - 870 1,112
New homes completed - 981 985
New homes started - 1,000 1,003
Ensure a sustainable business
Average time to relet a property
(with a minor repair)
20 days 20 days 38 days
Number of homes with a valid gas certificate - 100% 99.92%
SHIFT (Environmental sustainability assessment
for the housing sector)
- Gold Gold
Current rent arrears - 4.19% 4.35%
Optivo Annual Review 2018-2019
What is NPS (Net Promoter Score)?
*top quartile (25%) UK social landlords with more than 10,000 homes (includes housing associations