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Our Performance

Our Corporate Plan (which can be viewed on the link opposite) talks about our commitment to provide a fantastic customer experience.

We set goals and targets for all areas of our business and continually check how well we are doing.

Here are some key figures on our performance from April 2011 to March 2012. 


  • It took us an average of 33.5 days to re-let empty homes to new residents.
  • The total number of empty homes we had was 52.
  • Overall, 75.00% of our customers were satisfied with their new homes. This is below the target we set ourselves of 95% and is something we will be looking to improve on this year.


  • From April 2011 to March 2012, the average time taken to do any repair was 9.28 days. This was slightly below our target of five days..
  • 95.53% of repairs were completed right first time, which is an improvement on the previous year and means we are in the top 25% of housing landlords in the country according to Housemark.
  • Overall, 95.40% of our customers are satisfied with our repairs service.

Rent Collection

  • From April 2011 to March 2012 we have exceeded our target for rent collection, achieving 100.18%. This is an improvement on last year and  better than our target of 99.80%.

Anti-Social Behaviour

  • New Charter successfully deals with 1,500 Anti-Social Behaviour complaints (on average) each year as a Group.
  • Around 90% are dealt with by Neighbourhood Teams.
  • We also have a dedicated Tenancy Support and Legal Team who deal with cases which are more serious or need to be referred.

Equality and Diversity

  • We have recently been awarded the Diversity In Business Award (DiBA) at Excellence level for our performance in Equality and Diversity.