Holiday Closure: Our offices will close at 5pm on Christmas Eve (24 December) and reopen at 8.30am on Thursday 2nd January 2025.
For urgent repairs, please call 0808 169 1969 or 0300 304 5000 (Option 1). Wishing you a joyful holiday season!
Our Performance
We want to be open and clear about how we're doing, and we do a lot!
So, we've broken down our reporting into areas to make it easier to find the information you're interested in.
Take a look at our results across our business versus our targets (Key Performance Indicators, or KPIs for short). Our reporting year runs from 1st April. We've broken down each year into reporting quarters, so Q1 runs between 1st April and 30th June, Q2 from 1st July to 30th September, Q3 1st October to 31st December, making Q4 1st January to 31st March.
While you're here, we'd like to let you know information on our TSM (Tenant Satisfaction Measures) Survey is also available.
Summary for Q2, 2024-2025
The survey for Q2 2024/25, carried out in August and September 2024, found that 67% of combined residents are satisfied with the overall service provided by Estuary Housing Association.
Generally, as will be shown throughout this report, satisfaction has increased slightly compared with the previous survey.
Four measures received satisfaction levels above 70%, including residents being treated fairly and with respect (81%), the provision of a safe home (76%), the home being well maintained (73%) and keeping residents informed (72%).
However, three measures fall below 60%; Estuary's approach to handling anti-social behaviour (59%), the way Estuary listens to residents' views and acts upon them (56%), and the handling of complaints (41%). However, these are often the lowest-performing measures for social landlords.
KPI Highlights
ASB Case Handling Satisfaction
Q1: 90%
Q2: 75%
Year to Date Average: 82.5%
Target: 85%
ASB Case Handling Satisfaction for Case Closed
Q1: 100%
Q2: 87%
Year to Date Average: 93.5%
Target: 80%
Complaints Logged on Time
Q1: 100%
Q2: 99%
Year to Date Average: 99.5%
Target: 100%
Complaints Responded to On Time
Q1: 95%
Q2: 98%
Year to Date Average: 96.5%
Target: 100%
Complaints Upheld
Q1: 67% *
Q2: 64%
Year to Date Average: 65.5%
Target: 60%
* Although the percentage of complaints upheld has increased, the number of complaints escalated from stage 1 to stage 2 has reduced over the past year.
Calls Handled Right First Time
Q1: 52%
Q2: 56%
Year to Date Average: 54%
Target: 60%
The highest reason for calls to our contact centre is customers trying to pay their rent. We're keen to support our customers through the cost of living crisis and therefore have been transferring calls to our Income team so we can support customers with paying their rent in the best possible way.
Estate Inspections Completed
Q1: 96%
Q2: 97%
Year to Date Average: 96.5%
Target: 95%
Gas Safety
Q1: 99.89%
Q2: 99.9%
Q2: 99.9%
Year to Date Average: 99.9%
Target: 100%
Target: 100%
Asbestos Audits
Q1: 100%
Q2: 100%
Year to Date Average: 100%
Target: 100%
Target: 100%
Electrical Safety Certificate (Communal)
Q1: 100%
Q2: 100%
Q2: 100%
Year to Date Average: 100%
Target: 100%
Communal Fire Risk Assessment
Q1: 100%
Q2: 100%
Year to Date Average: 100%
Target: 100%
Year to Date Average: 100%
Target: 100%
Water Hygiene
Q1: 100%
Q2: 100%
Year to Date Average: 100%
Target: 100%
Q2: 100%
Year to Date Average: 100%
Target: 100%
Lift Servicing (Blocks)
Number of Properties with a Communal Lift: 31
Q1: 100%
Q2: TBA
Target: 100% (31)
Target: 100% (31)
Total Number Of Calls
Q1:
Total Number of Calls: 5,248
Monthly Average: 1,749
Total Number of Calls: 5,248
Monthly Average: 1,749
Q2:
Total Number of Calls: 5,269
Monthly Average: 1,756
Total Number of Calls: 5,269
Monthly Average: 1,756
Year to Date Total: 10,517
Year to Date Monthly Average: 1,752
Calls Lost
Q1:
Total number of calls lost: 677
Calls lost monthly average: 226 / 13%
Total number of calls lost: 677
Calls lost monthly average: 226 / 13%
Q2:
Total number of calls lost: 285
Calls lost monthly average: 95 / 5%
Total number of calls lost: 285
Calls lost monthly average: 95 / 5%
Year to Date Total:
Total number of calls lost: 962
Calls lost monthly average: 10.5%
Target: 5%
Total number of calls lost: 962
Calls lost monthly average: 10.5%
Target: 5%
Average Time To Answer A Call (in Minutes)
Q1: 2 minutes, 10 seconds
Q2: 1 minute, 16 seconds
Year to Date Average Speed of Answer: 1 minutes, 43 seconds
Target: 1 min
Target: 1 min
Repairs Completed On Time
Number Of Repair Orders Raised
Q1: 4,745
Q2: 4,858
Monthly average: 1,600
Q2: 4,858
Monthly average: 1,600
Emergency Repairs Completed Within Time
Q1: 99.2%
Q2: 99.7%
Year to Date Average: 99.5%
Target: 99%
Target: 99%
Resident Convenience Completed Within Time
Q1: 73.4%
Q2: 84.2%
Target: 95%
First Time Fixes
Repairs Fixed At First Appointment
Q1: 90%
Q2: 88.3%
Year to Date Average: 89.15%
Target: 80%
Target: 80%