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 2024-2025

Table Containing Percentages of Customer Satisfaction Q3

For the full year of 2024/25, 64% of customers are satisfied with the overall service provided by Estuary HA. This has risen by 2% from 2023/24 which is positive to see. 

Generally satisfaction has increased slightly compared with the previous survey and has risen in six of the TSM measures, with decreases in four measures and two retaining the same value from 2023/24. 

Three measures received satisfaction levels above 70%: 

  • Treated fairly and with respect (78%)
  • Safe home (78%)
  • Kept informed (73%)

Three measures fell below 60% satisfaction:

  • Approach to ASB (58%)
  • Listens and acts (57%)
  • Complaints handling (36%)

Landlords often find that these measures are the lowest performing in the TSM survey, however improvements could be made with further investigation into customer dissatisfaction. 

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% 
Q4: 100%
Year end average: 99.95%
Target: 100% 

Asbestos Audits

Q1: 100%
Q2: 100%
Q3: 100%
Q4: 100%
Year end average: 100%
Target: 100%

Electrical Safety Certificate (Communal)

Q1: 100%
Q2: 100%
Q3: 100%
Q4: 100%
Year end average: 100%
Target: 100%

Communal Fire Risk Assessment

Q1: 100%
Q2: 100%
Q3: 100%
Q4: 100%
Year end average: 100%
Target: 100%

Water Hygiene

Q1: 100%
Q2: 100%
Q3: 100%
Q4: 100%
Year end average: 100%
Target: 100%

Lift Servicing (Blocks)

Number of Properties with a Communal Lift: 32
Q1: 100%
Q2: 100%
Q3: 100%
Q4: 100%
Year end average: 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
Q3: 1 minute, 29 seconds
Q4: 1 minute, 10 seconds
Year to Date Average Speed of Answer: 1 minute, 31 seconds
Target: 1 min

Repairs Completed On Time

Number Of Repair Orders Raised

Q1: 4,745
Q2: 4,858
Q3: 5,366
Q4: 5,888
Monthly average: TBC

Emergency Repairs Completed Within Time

Q1: 99.4%
Q2: 99.7%
Q3: 98.8%
Q4: 97.9%
Year end average: 98.95%
Target: 99%

Resident Convenience Completed Within Time

Q1: 73.4%
Q2: 84.2%
Q3: 98.8%
Q4: 82.7%
Year end average: 84.76
Target: 95%

First Time Fixes

Repairs Fixed At First Appointment

Q1: 90% 
Q2: 88.3%
Q3: 85.7%
Q4: 85.3%
Year to Date Average: 87.35%
Target: 80%