6. How we're performing

In this issue of the magazine, we’re focusing on 'Your Service'

We know that there’s lots of work still to do, but these are some of the areas that we’ve been working on improving based on your feedback.

Your Service

You have told us… through customer consultations, feedback surveys and discussions with staff, lots of customers have told us:

Graphic showing Contact, Be Reliable and Complaints

A deep dive into repairs communication

Repairs is one of the biggest services that we provide, and we know that it really matters to you. We know that we don’t always get communication about repairs right, so we wanted to hear what customers had to say. We held three repairs feedback sessions with 18 customers who took a detailed look at how we communicate when repairs are done by our own operatives.

The sessions focused on:

Repairs automated confirmation texts
Communication about rearranged repairs appointments
Communication about multi trade/multi visit repairs
Communication about repairs not completed during first visit
Repairs satisfaction survey

Customers fed back that our repairs text messages were confusing and inconsistent.

We have made the messages clearer, shorter and more relevant. The customers in the feedback session were happy with the changes and the new messages are now live.

Our repairs team shared future plans to put in place some multi-trade teams to attend more complex repairs. They also explained the work that we’re doing to improve diagnosing repairs. This will mean that we’ll get more repairs right first time.

Customers also reviewed and provided feedback on the satisfaction survey questions that we ask at the end of a repair. We’ve made changes and they’re now a lot clearer.

Anti-social behaviour (ASB)

Support for anyone affected by ASB is another vital service that we provide to our customers. In January 2024 we asked customers what they thought of the service that we offer.

Based on recommendations from customers during that review we have:

Made our ASB letters simpler and easier to read, incorporating our tone of voice
Created a leaflet for customers who report ASB, explaining what ASB is, our approach and the possible action we can take
Our staff now have to do mandatory ASB training every year (previously every 2-3 years).

Customers recommended that Neighbourhood Housing Officers should be more visible, efforts should be made to make sure that officers can be within their Neighbourhoods most of the time.

Neighbourhood Officers are encouraged to be on patch 80% of the time.

We also…

Introduced uniforms to make the Neighbourhood Housing Officers more visible within their neighbourhoods.
Opened three Community Hubs - to help improve our accessibility for customers and to help with reporting ASB. The hubs are in:
- Allerton
- Huddersfield
- Keighley

There will be two more Community Hubs opening before April 2025 in Holme Wood and Bradford City Centre.

Customer Commitment

When we launched our Customer Commitment, this was our promise to you about what you can expect from us, and what we need from you in return.

This is how we measure up to the service promises within the Customer Commitment. Some of these are new measurements, so we can’t provide a comparison to previous years.


Our commitment to you	March 23	March 24
Stage 1 complaints responded to within complaint handling code timescales (LCRA)	NEW	87.9%
Stage 2 complaints responded to within complaint handling code timescales (LCRA)	NEW	95.8%
Calls answered by CSC (Customer Service Centre)	NEW	63.20%
Non-emergency repairs completed within target timescale (LCRA)	NEW	83.1%
Emergency repairs completed within target timescales (LCRA)	NEW	73.4%
Satisfaction with most recent repairs (transactional)	79.00%	80.20%

Tenant Satisfaction Measures

The Regulator of Social Housing introduced a new requirement for all social housing landlords to annually report on a set of measures that tell you how well we’re doing at providing quality homes and services. These requirements are called Tenant Satisfaction Measures.