Performance Data
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At Wrekin we pride ourselves on making a difference to people’s lives and strive to improve the services we deliver. We do this in a number of ways including measuring our operational performance on a regular basis and reporting it on a quarterly and annual basis.
We produce reports which are agreed by our Customer Committee in the areas that matter, covering a range of service areas. We report our performance against the areas of the Wrekin Tenant’s Charter and it is used by the Customer Committee to assess our compliance with the Charter.
Take a look at how we have been performing this year...
| Tenant Satisfaction measures | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| Overall satisfaction with the Wrekin Housing Group | 89% | 91% | 90% | 90% |
| Satisfaction with repairs service | 92% | 92% | 90% | 89% |
| Satisfaction with time taken to complete a repair | 91% | 91% | 91% | 90% |
| Satisfaction home is well maintained | 86% | 90% | 90% | 89% |
| Satisfaction home is safe | 87% | 92% | 90% | 91% |
| Satisfaction that your views are listened to and acted upon | 76% | 76% | 76% | 79% |
| Satisfaction that you kept informed about things that matter to you | 80% | 79% | 83% | 84% |
| Satisfaction that you are treated with fairness and respect | 83% | 88% | 87% | 90% |
| Satisfaction with handling of complaints | 53% | 48% | 43% | 49% |
| Satisfaction landlord keeps comunal areas clean and well maintained | 73% | 69% | 74% | 77% |
| Satisfaction that the Group makes a positive contribution to your neighbourhood | 74% | 72% | 76% | 75% |
| Satisfaction with landlord's approach to handling ASB | 69% | 61% | 70% | 71% |
| Likely to recommend to friends and family | 62 | 61 | 61 | 64 |
| | | | |
| Complaints | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| Number of stage one complaints | 141 | 161 | 169 | 178 |
| % of complaints acknowledged within 5 days | 100% | 99% | 100% | 100% |
| % of stage 1 complaints responded to within 10 days | 83% | 89% | 95% | 98% |
| % of complaints resolved at stage 1 | 88% | 96% | 99% | 98% |
| | | | |
| Contact Centre | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| Calls taken in the contact centre | 43992 | 42657 | 45253 | 46828 |
| Abandoned call rate | 7.9% | 8.5% | 15% | 16.1% |
| Average time to answer call | 70 seconds | 67 seconds | 116 seconds | 103 seconds |
| | | | |
| Lettings | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| Average re-let time | 30.01 days | 26.1 days | 23.01 days | 22.23 days |
| Satisfaction with lettings process | 93% | 94% | 92% | 95% |