We monitor our performance in order to drive continuous improvement. We also provide this information to our board and regulators every quarter (3 months).
Here’s how we did in the last 3 months:
You can also view the same information in the table format below:
MEASURE | TO MARCH 2024 | TO JUNE 2024 | PERFORMANCE OUTCOME |
Average call answer time – Customer Services | 19 seconds | 20 seconds | Decreased |
Average call answer time – Repairs | 28 seconds | 28 seconds | Stayed the same |
Unanswered calls – Customer Services | 4% | 4% | Stayed the same |
Unanswered calls – Repairs | 14% | 17% | Decreased |
Average number of complaints per month | 12 | 12 | Stayed the same |
Average amount of new tenancies per month | 29 | 29 | Stayed the same |
Average amount of tenancies ended per month | 30 | 29 | Stayed the same |
Average percentage of total stock empty per month | 1.9% | 1.9% | Stayed the same |
Average number of days to re-let a home | 144 | 143 | Increased |
Rent arrears owed to Coastal | £1.77m | £1.59m | Increased |
Average number of days for repairs | 17 | 18 | Decreased |
Percentage of repairs scored between 8-10 out of 10 | 96% | 96% | Stayed the same |
Repairs completed right first time – general repairs | 76% | 76% | Stayed the same |
Repairs completed right first time – heating | 85% | 85% | Stayed the same |
Repairs completed right first time – electrical | 81% | 82% | Increased |
Repairs completed right first time – decorating | * Data for this period is unavailable due to a change in the system used to report on our repairs. | ||
Percentage of homes with electrical safety certification | 93% | 94% | Increased |
Percentage of communal areas with electrical safety certification | 97% | 100% | Increased |
Percentage of homes gas safe certified | 99% | 99% | Stayed the same |
Percentage of communal areas with a fire risk assessment | 100% | 100% | Stayed the same |
Percentage of properties with a legionella risk assessment (if required) | 100% | 100% | Stayed the same |
Percentage of communal areas with an asbestos risk assessment | 100% | 100% | Stayed the same |
Percentage of new build homes, pre-2000 with an asbestos risk assessment | 46.6% | 47.2% | Decreased |
Percentage of older properties with an asbestos risk assessment | 58.6% | 59.3% | Increased |
MEASURE | TO MARCH 2023 | TO JUNE 2023 | TO SEPT 2023 | TO DEC 2023 |
Average call answer time – Customer Services | 56 seconds | 54 seconds | 49 seconds | 44 seconds |
Average call answer time – Repairs | 17 seconds | 17 seconds | 18 seconds | 20 seconds |
Unanswered calls – Customer Services | 32% | 12% | 10% | 8% |
Unanswered calls – Repairs | 14% | 13% | 12% | 13% |
Average number of complaints per month | 4 | 4 | 14 | 12 |
Average amount of new tenancies per month | 38 | 30 | 31 | 30 |
Average amount of tenancies ended per month | 32 | 32 | 31 | 31 |
Average percentage of total stock empty per month | 2.5% | 2.4% | 1.9% | 1.9% |
Average number of days to re-let a home | 152 | 151 | 141 | 143 |
Rent arrears owed to Coastal | £1.57m | £1.56m | £1.54m | £1.55m |
Average number of days for repairs | no data | 13 | 16 | 16 |
Percentage of repairs scored between 8-10 out of 10 | 96% | 96% | 96% | 96% |
Repairs completed right first time – general repairs | no data | 87% | 91% | 74% |
Repairs completed right first time – heating | no data | 93% | 94% | 68% |
Repairs completed right first time – electrical | no data | 92% | 91% | 68% |
Repairs completed right first time – decorating | no data | no data | no data | no data |
Percentage of homes with electrical safety certification | 99% | 99.6% | 99.6% | 92% |
Percentage of communal areas with electrical safety certification | 93% | 96% | 95% | 96% |
Percentage of homes gas safe certified | 99.5% | 99.6% | 99.6% | 99.6% |
Percentage of communal areas with a fire risk assessment | 100% | 100% | 100% | 100% |
Percentage of properties with a legionella risk assessment (if required) | 100% | 100% | 100% | 100% |
Percentage of communal areas with an asbestos risk assessment | 100% | 100% | 100% | 100% |
Percentage of new build homes, pre-2000 with an asbestos risk assessment | 43% | 45% | 46% | 47% |
Percentage of older properties with an asbestos risk assessment | 54% | 57% | 58% | 58% |
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