Our Performance

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 Q3, 2024-2025

Table Containing Percentages of Customer Satisfaction Q3

The survey for Q3 2024/25 found that 62% of residents are satisfied with the overall service provided by Estuary Housing Association.
Generally, as will be shown throughout this report, satisfaction has decreased slightly compared with the previous survey.
Three measures received satisfaction levels above 70%, including residents being treated fairly and with respect (78%), the provision of a safe home (73%), and keeping residents informed (74%).
Only one measure falls below 60%; Estuary’s satisfaction with the handling of complaints (36%), which has declined by 5% since Q2. The approach to ASB has the second lowest satisfaction at 60%.
However, these are often the lowest-performing measures for social landlords.

KPI Highlights

ASB Case Handling Satisfaction

Q1: 90%
Q2: 75%
Q3:  84%
Year to Date Average: 83%
Target: 85%

ASB Case Outcome

Q1: 100%
Q2: 87%
Q3: 80%
Target: 80%

Complaints Logged on Time

Q1: 100%
Q2: 99%
Q3: 99%
Year to Date Average: 99.4%
Target: 100% 

Complaints Responded to On Time

Q1: 95%
Q2: 98%
Q3: 99%
Year to Date Average: 97.4%
Target: 100%

Complaints Upheld

Q1: 67% 
Q2: 64%
Q3: 64%
Year to Date Average: 65%
Target: 60%

Calls Handled Right First Time

Q1: 52%
Q2: 56%
Q3: 61%
Year to Date Average: 56.4%
Target: 60%

Estate Inspections Completed

Q1: 96%
Q2: 97%
Q3: 97%
Year to Date Average: 96.7%
Target: 95%

Health and Safety (Compliance)

Gas Safety

Q1: 99.89%
Q2: 99.9%
Q3: 100% 
Year to Date Average: 99.93%
Target: 100% 

Asbestos Audits

Q1: 100%
Q2: 100%
Q3: 100%
Year to Date Average: 100%
Target: 100%

Electrical Safety Certificate (Communal)

Q1: 100%
Q2: 100%
Q3: 100%
Year to Date Average: 100%
Target: 100%

Communal Fire Risk Assessment

Q1: 100%
Q2: 100%
Q3: 100%
Year to Date Average: 100%
Target: 100%

Water Hygiene

Q1: 100%
Q2: 100%
Q3: 100%
Year to Date Average: 100%
Target: 100%

Lift Servicing (Blocks)

Number of Properties with a Communal Lift: 32
Q1: 100%
Q2: TBA
Q3: 100%

Target: 100% (32)

Axis Call Centre Detail

Total Number Of Calls

Q1:
Total Number of Calls: 5,248
Monthly Average: 1,749
Q2:
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%
Q2:
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%

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

Repairs Completed On Time

Number Of Repair Orders Raised

Q1: 4,745
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%

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%