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 june 2024

 

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

 

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

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%

 

Have a question about our performance or want more information?

 

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