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Our performance
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Our performance
As part of our Corporate Strategy, we want to exceed our tenants’ expectations by offering high-quality, affordable, inclusive places to live that they are proud to call home.
How we’re doing
The following figures provide a snapshot of our performance. If you would like to influence how Habinteg is run and help us to improve, you can get involved.
Tenant satisfaction measures 2023/24
TSM data from 1 April 2023 to 31 March 2024
The Regulator of Social Housing (RSH) introduced Tenant Satisfaction Measures (TSMs) in April 2023 as a way of assessing how well social housing landlords in England and Wales are doing at providing quality homes and services.
The measures are aimed at helping improve standards for people living in social housing and give the RSH an insight into which landlords might need to improve things for their tenants.
The TSMs cover five main areas, including repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement and responsible neighbourhood management, and consist of 22 individual measures under those areas.
The first 12 TSMs (Tenant Perception 01- Tenant Perception 12) are generated using data from a tenant survey only. The survey captures tenants’ general views of landlord performance.
Download Tenant Satisfaction Measures 2023-2024.pdf view them below.
Our performance in December 2022
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
December |
|
|
Overall satisfaction with Habinteg |
DATA TO FOLLOW % |
|
Overall satisfaction with the neighbourhood |
DATA TO FOLLOW % |
|
Satisfaction with tenant communications |
DATA TO FOLLOW % |
|
December |
Target |
|
|
How many repairs have we completed? |
595 |
n/a |
|
How long did each repair take on average? (working days) |
19.5 |
8 |
|
Were our tenants satisfied with the repair? |
76% |
85% |
|
Repairs completed within target? |
80.17% |
99% |
|
December |
Target |
|
|
How many calls (incoming and outgoing) |
DATA TO FOLLOW |
n/a |
|
How long did it take us to answer the phone? (seconds) |
DATA TO FOLLOW |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,062 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
DATA TO FOLLOW |
n/a |
|
Was the caller satisfied? |
DATA TO FOLLOW |
n/a |
|
December |
Target |
|
|
Number of cases (nationwide) – total to date |
197 |
n/a |
|
Proportion of cases closed (percentage) |
19% |
100% |
|
Satisfaction with how the case was handled |
DATA TO FOLLOW % |
60% |
|
December |
Target |
|
|
Number of new complaints |
3 |
n/a |
|
New complaints responded to within target this year |
97% |
87% |
|
December |
Target |
|
|
Asbestos management compliance (percentage) |
100% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
99.03% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
100% |
100% |
|
Legionella Assessment compliance (percentage) |
96.25% |
100% |
Improvements plan
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
|
December |
|
|
Percentage of improvements plan delivered (year so far) |
30% |
Our performance in November 2022
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
November |
|
|
Overall satisfaction with Habinteg |
DATA TO FOLLOW % |
|
Overall satisfaction with the neighbourhood |
DATA TO FOLLOW % |
|
Satisfaction with tenant communications |
DATA TO FOLLOW % |
|
November |
Target |
|
|
How many repairs have we completed? |
1,113 |
n/a |
|
How long did each repair take on average? (working days) |
21.20 |
8 |
|
Were our tenants satisfied with the repair? |
DATA TO FOLLOW % |
85% |
|
Repairs completed within target? |
75.42% |
99% |
|
November |
Target |
|
|
How many calls (incoming and outgoing) |
4,792 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
DATA TO FOLLOW |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,250 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
DATA TO FOLLOW |
n/a |
|
Was the caller satisfied? |
DATA TO FOLLOW |
n/a |
|
November |
Target |
|
|
Number of cases (nationwide) – total to date |
190 |
n/a |
|
Proportion of cases closed (percentage) |
100% |
% |
|
Satisfaction with how the case was handled |
DATA TO FOLLOW % |
% |
|
November |
Target |
|
|
Number of new complaints |
3 |
n/a |
|
New complaints responded to within target this year |
100% |
87% |
|
November |
Target |
|
|
Asbestos management compliance (percentage) |
100% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
99.38% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
100% |
100% |
|
Legionella Assessment compliance (percentage) |
98.75% |
100% |
|
November |
|
|
Percentage of improvements plan delivered (year so far) |
DATA TO FOLLOW % |
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
Our performance in October 2022
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
October |
|
|
Overall satisfaction with Habinteg |
DATA TO FOLLOW% |
|
Overall satisfaction with the neighbourhood |
DATA TO FOLLOW % |
|
Satisfaction with tenant communications |
DATA TO FOLLOW % |
| Repairs |
October |
Target |
|
How many repairs have we completed? |
903 |
n/a |
|
How long did each repair take on average? (working days) |
21.2 |
8 |
|
Were our tenants satisfied with the repair? |
77% |
85% |
|
Repairs completed within target? |
75.42% |
99% |
|
October |
Target |
|
|
How many calls (incoming and outgoing) |
4,196 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
247 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,338 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
1,239 |
n/a |
|
Was the caller satisfied? |
DATA TO FOLLOW |
n/a |
|
October |
Target |
|
|
Number of cases (nationwide) – total to date |
162 |
n/a |
|
Proportion of cases closed (percentage) |
50% |
100% |
|
Satisfaction with how the case was handled |
53% |
60% |
|
October |
Target |
|
|
Number of new complaints |
9 |
n/a |
|
New complaints responded to within target this year |
100% |
85% |
|
October |
Target |
|
|
Asbestos management compliance (percentage) |
100% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
100% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
100% |
100% |
|
Legionella Assessment compliance (percentage) |
100% |
100% |
|
October |
|
|
Percentage of improvements plan delivered (year so far) |
30% |
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
Our performance in September 2022
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
September |
|
|
Overall satisfaction with Habinteg |
DATA TO FOLLOW |
|
Overall satisfaction with the neighbourhood |
DATA TO FOLLOW |
|
Satisfaction with tenant communications |
DATA TO FOLLOW |
|
September |
Target |
|
|
How many repairs have we completed? |
797 |
n/a |
|
How long did each repair take on average? (working days) |
21.3 |
8 |
|
Were our tenants satisfied with the repair? |
78% |
85% |
|
Repairs completed within target? |
75.66% |
99% |
|
September |
Target |
|
|
How many calls (incoming and outgoing) |
4,984 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
106 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,293 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
181 |
n/a |
|
Was the caller satisfied? |
DATA TO FOLLOW |
n/a |
|
September |
Target |
|
|
Number of cases (nationwide) – total to date |
162 |
n/a |
|
Proportion of cases closed (percentage) |
50% |
100% |
|
Satisfaction with how the case was handled |
53% |
60% |
|
September |
Target |
|
|
Number of new complaints |
4 |
n/a |
|
New complaints responded to within target this year |
100% |
87% |
|
September |
Target |
|
|
Asbestos management compliance (percentage) |
96.77% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
99.96% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
100% |
100% |
|
Legionella Assessment compliance (percentage) |
100% |
100% |
Asbestos
Resources issues with the contractor caused a delay with one inspection in September. Steps are being taken to resolve resourcing issues.
Landlord gas safety compliance
One property had not provided access for completion of the gas safety check. We are working to establish a suitable time to gain entry to the property.
Improvements Plan
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
|
September |
|
|
Percentage of improvements plan delivered (year so far) |
24.3% |
Our performance in August 2022
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
August |
|
|
Overall satisfaction with Habinteg |
56% |
|
Overall satisfaction with the neighbourhood |
78% |
|
Satisfaction with tenant communications |
76% |
|
August |
Target |
|
|
How many repairs have we completed? |
601 |
n/a |
|
How long did each repair take on average? (working days) |
6.7 |
8 |
|
Were our tenants satisfied with the repair? |
77% |
85% |
|
Repairs completed within target? |
75.76% |
99% |
|
August |
Target |
|
|
How many calls (incoming and outgoing) |
5,148 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
50 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,397 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
1,201 |
n/a |
|
Was the caller satisfied? |
n/a |
n/a |
|
August |
Target |
|
|
Number of cases (nationwide) – total to date |
157 |
n/a |
|
Proportion of cases closed (percentage) |
47% |
100% |
|
Satisfaction with how the case was handled |
55% |
60% |
|
August |
Target |
|
|
Number of new complaints |
6 |
n/a |
|
New complaints responded to within target this year |
97% |
85% |
|
August |
Target |
|
|
Asbestos management compliance (percentage) |
95.16% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
99.13% |
100% |
|
Landlord gas safety compliance (percentage) |
100% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
84.62% |
100% |
Asbestos
Our contractor did not complete three inspections by the end of August. Two of these have now been completed, and the remaining one is scheduled for the week commencing 12 September. Resources issues with the contractor caused the delays, which have been resolved.
Fire risk
One assessment was delayed by the contractor and completed on 9 September 2022.
Lift insurance
Our insurance assessors’ performance has steadily declined since April, with a slight improvement in June.
At the end of August, six inspections were overdue. Two have now been completed. The insurance assessor has been updating its software, which has caused delays. If they cannot provide dates for completing the outstanding inspections, our lift consultants will complete them as soon as possible to prevent any further delays. We have met the insurance assessor, who have assured us that their service delivery will improve.
Improvements plan
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
|
August |
|
|
Percentage of improvements plan delivered (year so far) |
18% |
Our performance in July 2022
|
July |
Target |
|
|
How many repairs have we completed? |
630 |
n/a |
|
How long did each repair take on average? (working days) |
14 |
8 |
|
Were our tenants satisfied with the repair? |
78% |
85% |
|
Repairs completed within target? |
84.3% |
|
|
July |
Target |
|
|
How many calls (incoming and outgoing) |
4,366 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
114 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,196 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
1,144 |
n/a |
|
Was the caller satisfied? |
88% |
n/a |
|
July |
Target |
|
|
Number of new cases (nationwide) - total to date |
49 |
|
|
Proportion of cases closed (percentage) |
60% |
100% |
|
July |
Target |
|
|
Number of cases (nationwide) – total to date |
110 |
n/a |
|
Proportion of cases closed (percentage) |
60% |
100% |
|
Satisfaction with how the case was handled |
54% |
60% |
|
July |
Target |
|
|
Number of new complaints |
3 |
Below 10 |
|
New complaints responded to within target |
100% |
85% |
|
July |
Target |
|
|
Asbestos management compliance (percentage) |
98.41% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
100% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
89.74% |
100% |
|
Legionella Assessment compliance (percentage) |
98.77% |
100% |
Investment programme
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
Asbestos
One survey was showing as outstanding but was completed on 14 July. Due to a technical issue, there was a delay loading it onto the system.
Lift insurance
Our insurance assessors are experiencing issues with their surveying resources, which is causing inspections to be delayed. As we work with them, we will continue to monitor the situation.
|
July |
|
|
Percentage of improvements delivered (year to date) |
12 |
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
July |
|
|
Overall satisfaction with Habinteg |
66% |
|
Overall satisfaction with the neighbourhood |
76% |
|
Satisfaction with tenant communications |
75% |
Our performance in June 2022
|
June |
Target |
|
|
How many repairs have we completed? |
803 |
n/a |
|
How long did each repair take on average? (working days) |
15.2 |
8 |
|
Were our tenants satisfied with the repair? |
79% |
85% |
|
Repairs completed within target? |
84.3% |
99% |
|
June |
Target |
|
|
How many calls (incoming and outgoing) |
5,139 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
122 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,530 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
1,469 |
n/a |
|
Was the caller satisfied? |
87 |
|
|
June |
Target |
|
|
Number of new cases (nationwide) - total to date |
28 |
|
|
Proportion of cases closed (percentage) |
unavailable |
100% |
|
|
June |
Target |
|
Number of cases (nationwide) – total to date |
68 |
n/a |
|
Proportion of cases closed (percentage) |
n/a |
100% |
|
Satisfaction with how the case was handled |
55% |
60% |
|
June |
Target |
|
|
Number of new complaints |
4 |
Below 10 |
|
New complaints responded to within target |
100% |
85% |
|
June |
Target |
|
|
Asbestos management compliance (percentage) |
100% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
100% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
97.44 |
100% |
|
Legionella Assessment compliance (percentage) |
100% |
100% |
Lift insurance
One lift inspection was delayed due to the inspector having Covid-19. This was completed on 4 July.
Investment programme
As part of our Corporate Strategy, we have committed to upgrading over 1,200 components (kitchens, bathrooms, boilers, windows and doors) in tenants’ homes by 31 March 2023.
|
June |
|
|
Percentage of improvements delivered (year to date) |
8% |
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
June |
|
|
Overall satisfaction with Habinteg |
59% |
|
Overall satisfaction with the neighbourhood |
84% |
|
Satisfaction with tenant communications |
63% |
Our performance in May 2022
|
May |
Target |
|
|
How many repairs have we completed? |
835 |
n/a |
|
How long did each repair take on average? (working days) |
15.7 |
8 |
|
Were our tenants satisfied with the repair? |
78% |
85% |
|
Repairs completed within target? |
81.7% |
99% |
|
May |
Target |
|
|
How many calls (incoming and outgoing) |
5,213 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
71 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,590 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
1,184 |
n/a |
|
Was the caller satisfied? |
81% |
n/a |
|
May |
Target |
|
|
Number of new cases (nationwide) - total to date |
51 |
|
|
Proportion of cases closed (percentage) |
61.5% |
100% |
|
May |
Target |
|
|
Number of cases (nationwide) – total to date |
42 |
n/a |
|
Proportion of cases closed (percentage) |
61.5% |
100% |
|
Satisfaction with how the case was handled |
59% |
60% |
|
May |
Target |
|
|
Number of new complaints |
4 |
Below 10 |
|
New complaints responded to within target |
100% |
85% |
|
May |
Target |
|
|
Asbestos management compliance (percentage) |
100% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
100% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
92.31% |
100% |
|
Legionella Assessment compliance (percentage) |
100% |
100% |
Lift insurance
Three lift inspections were outstanding when the report was generated. We have completed all overdue lift insurance inspections and received the required insurance certificates.
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
May |
|
|
Overall satisfaction with Habinteg |
60% |
|
Overall satisfaction with the neighbourhood |
82% |
|
Satisfaction with tenant communications |
79% |
Our performance in April 2022
|
April |
Target |
|
|
How many repairs have we completed? |
866 |
n/a |
|
How long did each repair take on average? (working days) |
10.9 |
8 |
|
Were our tenants satisfied with the repair? |
79% |
85% |
|
Repairs completed within target? |
88.2% |
99% |
|
April |
Target |
|
|
How many calls (incoming and outgoing) |
5,159 |
n/a |
|
How long did it take us to answer the phone? (seconds) |
55 |
60 |
|
How many digital enquiries (emails and portal) did we handle? |
1,647 |
n/a |
|
Did we resolve your enquiry on your first email/call? |
1,380 |
n/a |
|
Was the caller satisfied? |
88% |
n/a |
|
April |
Target |
|
|
Number of new cases (nationwide) - total to date |
45 |
|
|
Proportion of cases closed (percentage) |
76% |
100% |
|
April |
Target |
|
|
Number of cases (nationwide) – total to date |
27 |
n/a |
|
Proportion of cases closed (percentage) |
76% |
100% |
|
Satisfaction with how the case was handled |
50% |
60% |
|
April |
Target |
|
|
Number of new complaints |
6 |
Below 10 |
|
New complaints responded to within target |
100% |
85% |
|
April |
Target |
|
|
Asbestos management compliance (percentage) |
100% |
100% |
|
Electrical condition compliance – 10 yr (percentage) |
100% |
100% |
|
Fire Risk Assessment compliance (percentage) |
100% |
100% |
|
Landlord gas safety compliance (percentage) |
99.96% |
100% |
|
Lift Insurance Inspection compliance (percentage) |
94.87% |
100% |
|
Legionella Assessment compliance (percentage) |
100% |
100% |
Gas safety
One property was out of time. We have commenced tenancy enforcement to gain access to the property.
Lift insurance
Insurance inspections were delayed on two lifts and not completed until 3 May.
Tenant satisfaction
Tenant satisfaction is measured through an independent phone survey of 50 tenants each month.
|
April |
|
|
Overall satisfaction with Habinteg |
62% |
|
Overall satisfaction with the neighbourhood |
77% |
|
Satisfaction with tenant communications |
71% |
Habinteg Housing Association
Chapman House Unit 1
Adwalton Business Park
132 Wakefield Road
Drighlington
Bradford, BD11 1DR
T 0300 365 3100
E direct@habinteg.org.uk
