Reporting on how we're doing is an important part of how we can continue to improve things for our residents and where they live.
How are we doing?
This is the place to keep track of how we're performing across several key areas in the business.
We're always looking to improve these scores though, so your feedback really does matter. Without your input on how we're doing, we don't know what's working and where we need to do better, so keep sending us your complaints if things are wrong, your compliments if things are right or simply if you have an idea on how things could be improved where you live.
61%
Customer satisfaction (transactional)
We're using the feedback from customers to improve services.
63%
Customer satisfaction (perceptional)
We have working groups in place looking at different areas of service improvement all of which contribute to the overall customer satisfaction. Our priority is to improve our customers' experience of PA.
60%
Customer satisfaction with repairs
Alerts are now live for the repairs service, meaning the Repairs Department are alerted when a customer submits a dissatisfied score and can act on this.
62%
Customer Effort Score
This measures the effort PA residents have to make to get an issue resolved, a request fulfilled or access to a service. The higher the %, the less effort customers need to make to access services or resolve their issues.
67%
Routine repairs completed on time
These are repairs completed within 21 days.
98%
Emergency Repairs completed on time
These are repairs completed within 24 hours.
131
Number of complaints received
This is the number of complaints received within the month. Complaint volumes reduced this month and we are continuing to review feedback and identifying opportunities for improvements
86%
Complaints responded to within timescales
This is the number of complaints which are responded to within 10 working days.
60%
Gold Neighbourhood Standard
This is the percentage of our Estates that meet the Gold Neighbourhood Standard. Our Neighbourhood Coordinators inspect our Estates regularly.
263
Homes that do not meet the Decent Homes Standard
124 homes out of 23,573 (0.63%) do not meet the Decent Homes Standard, but work will be completed to achieve this by March 2023.
45
Number of antisocial behaviour cases reported
Understanding how we record performance
We record customer satisfaction on several services across PA Housing.
- Transactional customer satisfaction means feedback about a specific transaction or service. For example, a repairs appointment, an appointment with an Income Officer, or a visit from a Neighbourhood Coordinator.
- Perceptional customer satisfaction means feedback around your opinions and feelings about PA Housing. Every three months, we survey a random sample of our customers to obtain this figure.
- Neighbourhood Standards are how Coordinators judge the standard of cleaning, safety, and maintenance in each Neighbourhood. They rate them Bronze, Silver, or Gold.
Where you see a small arrow with a figure, this indicates the score from the previous month and whether the figure has gone up or down.
Figures are updated on the 28th of each month.
