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    We want you to know how well we are performing. We also want to learn from our mistakes and ensure we continue to improve our services. Visit our resident voice page to find out how you can get involved.

    Here is our performance against our service standards for October to December 2021.

    • Customer contact that was right first time - 89.9%
    • Repairs that met our 'maintaining your home' promise - 90.53%
    • Number of complaints - 131
    • Number of new homes built this quarter – 19 (185 were built in 2021)

    You can read our Housing Ombudsman complaint handling code self-assessment and action plan here.

    • What our complaints are about

      Complaints received in October, November and December were mainly about:

      • Repairs and defects
      • Charges

      Our customer satisfaction score was 3.22 out of 5

    • Right first time

      89.9% of customer's contact with us was right first time. This means that we were able to answer the customer queries straight away without having to pass the question or task on to another member of staff.

      We continuously monitor this figure to see if there are any trends or further training that can be given to frontline staff so that all customer queries can be resolved as quickly as possible.

    • Value for money

      Value for money is a cross-cutting theme that encompasses all aspects of our work. We have effective arrangements in place to ensure good value for money is fully embedded and actively maximised in everything we do.

      It’s a core activity of our business culture, a prerequisite in terms of procurement and it's embedded in the roles and responsibilities of our employees, customers and stakeholders.

      To find out more about how we do this we complete Value for Money Assessments every year. You can find them on the leaflet rack.

    • Transparency reports

      We also publish details of all payments over £500 that we spend to develop new affordable homes in partnership with the Homes and Communities Agency.

    • Value for money

      Value for money is a cross-cutting theme that encompasses all aspects of our work. We have effective arrangements in place to ensure good value for money is fully embedded and actively maximised in everything we do.

      It’s a core activity of our business culture, a prerequisite in terms of procurement and it's embedded in the roles and responsibilities of our employees, customers and stakeholders.

      To find out more about how we do this we complete Value for Money Assessments every year. You can find them on the leaflet rack. 

    • Transparency reports

      We also publish details of all payments over £500 that we spend to develop new affordable homes in partnership with the Homes and Communities Agency.

      Take a look at our latest Transparency Report.

     If you'd like more information please contact us.