The Group track a wide range of indicators to ensure that services are delivered in line with customers’ expectations. Where performance changes, interventions and reviews take place to solve the problem. Performance is monitored at all levels of the organisation and is scrutinised by involved tenants who work within our governance structure. They make recommendations for areas of improvement or further review by the Scrutiny Review Group and other panels.

The two infographics below demonstrate this:

Latest Performance

This infographic shows the performance of the Group from April 2021 – December 2021.

Latest Performance

Current Rents Arrears

3.4%

Latest Performance

Satisfaction with repairs

99.9%

Latest Performance

Repairs completed on time

99.9%

Latest Performance

Repairs completed on first visit

77.9%

Latest Performance

Time To Relet Property

36days

Latest Performance

calls resolved at first contact

91.0%

How we are performing

This infographic shows a breakdown of the satisfaction score results taken from an independent survey, ran by Acuity, of the performance of the Group from July 2021.

This involved them contacting 990 Group tenants to ask them their views on the services that are provided and the ways in which they are delivered. These results are now being used to inform future service developments and areas for deeper review.

How we are performing

Value for money

88%

How we are performing

Services Provided

81%

How we are performing

Neighbourhood

72%

How we are performing

Repairs Service

77%

How we are performing

Quality of your home

78%

How we are performing

WCHG are easy to deal with

83%