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Our Performance
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:
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?
