Performance information: How we’re doing

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:

Performance up to December 2023

 

 

You can also view the same information in the table format below:

MEASURE TO SEPT 2023 TO DEC 2023 PERFORMANCE OUTCOME
Average call answer time – Customer Services 49 seconds 44 seconds Improved
Average call answer time – Repairs 18 seconds 20 seconds Decreased
Unanswered calls – Customer Services 10% 8% Improved
Unanswered calls – Repairs 12% 13% Decreased
Average number of complaints per month 14 12 Improved
Average amount of new tenancies per month 31 30 Improved
Average amount of tenancies ended per month 31 31 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 141 143 Decreased
Rent arrears owed to Coastal £1.54m £1.55 Decreased
Average number of days for repairs 16 16 Stayed the same
Percentage of repairs scored between 8-10 out of 10 96% 96% Stayed the same
Repairs completed right first time – general repairs 91% 74% Decreased
Repairs completed right first time – heating 94% 68% Decreased
Repairs completed right first time – electrical 91% 68% Decreased
Repairs completed right first time – decorating no data* no data* * 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 99.6% 92% Decreased
Percentage of communal areas with electrical safety certification 95% 96% Increased
Percentage of homes gas safe certified 99.6% 99.6% 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% 58.4% Improved
Percentage of older properties with an asbestos risk assessment 58% 46.5% Decreased

 


Curious how we’ve been performing over the last year? See our historical quarterly performance information below.

MEASURE TO SEPT 2022 TO DEC 2022 TO MARCH 2023 TO JUNE 2023
Average call answer time – Customer Services 54 seconds 50 seconds 56 seconds 54 seconds
Average call answer time – Repairs 17 seconds 16 seconds 17 17 seconds
Unanswered calls – Customer Services 38% 38% 32% 12%
Unanswered calls – Repairs 15% 15% 14% 13%
Average number of complaints per month 3 4 4 4
Average amount of new tenancies per month 39 38 38 30
Average amount of tenancies ended per month 40 32 32 32
Average percentage of total stock empty per month 2.5% 2.5% 2.5% 2.4%
Average number of days to re-let a home 104 108 152 151
Rent arrears owed to Coastal £1.4m £1.5m £1.57m £1.56m
Average number of days for repairs 14 14 no data 13
Percentage of repairs scored between 8-10 out of 10 96.8% 96% 96% 96%
Repairs completed right first time – general repairs 74% 74% no data 87%
Repairs completed right first time – heating 87% 87% no data 93%
Repairs completed right first time – electrical 82% 81% no data 92%
Repairs completed right first time – decorating 14% 14% no data no data
Percentage of homes with electrical safety certification 99% 99% 99% 99.6%
Percentage of communal areas with electrical safety certification 99% 96% 93% 96%
Percentage of homes gas safe certified 99.7% 99.4% 99.5% 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 42% 42% 43% 45%
Percentage of older properties with an asbestos risk assessment 53% 53% 54% 57%

 

Have a question about our performance or want more information?

 

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