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.
Current Rents Arrears
3.4%
Satisfaction with repairs
99.9%
Repairs completed on time
99.9%
Repairs completed on first visit
77.9%
Time To Relet Property
36days
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.
Value for money
88%
Services Provided
81%
Neighbourhood
72%
Repairs Service
77%
Quality of your home
78%
WCHG are easy to deal with
83%
