Our Performance

We pride ourselves on our strong performance and customer satisfaction. We have consistently achieved sector-leading satisfaction surveys, which we try to improve year-on-year.

Added to this, we measure our performance in relation to jobs completed within the time we promise to tenants. We actively try to reduce this time to ensure jobs are completed as quickly as possible. Examples of this are the kitchen programme, whereby installations have been cut to just three days, and Project Independent Living, where waiting times for small disabled adaptations have been cut from 12months to just seven days.

Our latest performance figures are provided below. Please contact us if you’d like further information about our performance, and how we plan to improve even further in the coming years.

Performance for 2010 / 2011

• Number of jobs completed last year 20,000
• Number of emergency appointments kept 100%
• Number of routine appointments made 9,306
• Number of routine appointment kept 99.3%
• Overall satisfaction rating 97%

Examples of Customer Satisfaction

• SSHA Customer Satisfaction = 96%
• BHEMB Customer Satisfactio = 87%