Close search

Quarterly reports

Here you can see our quarterly reports that show how Yorkshire Housing is performing in a number of areas, to help you review how we are doing.

If you would like to see our performance in previous quarters, please choose from the options below

Quarter 2 Performance – July to September 2018

Quarter 3 Performance – October to December 2018

Quarter 4 Performance – January 2019 to March 2019

Customer satisfaction with repairs carried out

Quarter 4 (January to March 19) – 92%

Quarter 1 (April to June 19) – 91%

 

  • Yorkshire Housing uses a market research company called Explain to carry out customer satisfaction surveys. Explain contact 475 customers a month to ask about their experience with a recent repair.
  • Satisfaction has decreased by 1% from last quarter (quarter 4 of 2018/19) but is still achieving over our target of 89%. This is due to the work a Repairs Team Leader has been doing with both the Customer Service Centre and our contractor Morgan Sindall to improve the quality of the information we get from customers to diagnose the problems/repairs needed so that they can be more succinct in the information needed by the contractor to get the right materials and skills to resolve the problems/repairs as quickly as possible.
Average number of days to complete a repair

Quarter 4 (January to March 19) – 10.90 days

Quarter 1 (April to June 19) – 9.09 days

 

  • This measure is based only on the completed repairs for the quarter, from the time the call reporting the repair is logged to when the repair has been completed.
  • The average number of days to complete repairs has decreased from last quarter (quarter 4 of 2018/19) by 1.81 days. We have been holding regular quality meetings with our contractors to help drive up performance.
Number of complaints and compliments

Compliments

Quarter 4 (January to March 19) – 34

Quarter 1 (April to June 19) – 24

 

Complaints

Quarter 4 (January to March 19) – 158

Quarter 1 (April to June 19) – 154

 

  • This measure looks at how many complaints and compliments Yorkshire Housing has received.

  • In quarter 1 154 complaints were logged, this is a decrease of 4 complaints compared to last quarter (quarter 4 of 2018/19). We have been doing extra checks on repairs jobs being raised to ensure repairs are being raised correctly to help reduce complaints about repairs. As is often the case, most complaints were about the Repairs and Investment Team.
  • There were 10 fewer compliments this quarter compared to last quarter. Last quarter most compliments were about our Homeworks department, who carry out some of our repairs whereas this quarter most compliments are about the Repairs and Investment department.

Percentage of repairs completed on time

Quarter 4 (January to March 19) – Emergency 99% Urgent 95% Routine 94.66%

Quarter 1 (April to June 19) – Emergency 99% Urgent 96% Routine 96%

 

  • Yorkshire Housing has three priority ratings for repairs; emergency repairs which we aim to complete within 24 hours, urgent repairs which we aim to complete within 7 calendar days, and routine repairs which we aim to complete within 28 calendar days.
  • We have improved the percentage of repairs completed on time for the urgent and routine categories, and the emergency repairs category has remained the same.

  • We have been doing extra checks on repairs jobs being raised to ensure repairs are being raised correctly.

 

Number and percentage of lettable and unlettable voids

Quarter 4 (as at 31st March 19):

Lettable voids – 194 (1.37%)

Unlettable voids – 41(0.29%)

 

Quarter 1 (as at 30th June 19):

Lettable voids – 185 (1.30%)

Unlettable voids – 39 (0.27%)

 

  • This measure looks at how many empty properties we have, and the percentage of properties that are empty out of all of our stock (properties). Lettable voids are empty properties that are ready to let, or need some minor repairs doing to them before they can be let. Unlettable properties are empty properties that cannot be let because they need major repair works doing to them, they are having improvement works such as a new kitchen, or that we are disposing of. The percentage is calculated as the number of voids out of the total number of properties.
  • There has been a slight decrease in the number of lettable voids from last quarter, and the number of unlettable voids has also decreased slightly. The number of unlettable properties is effected by properties that are being disposed of, as disposing of properties can take a while so they will likely be included in more than one quarter.
  • The highest number of empty properties was in our West area, covering Leeds and Bradford, but this is also the area with the most properties.

Percentage of repair appointments kept

Quarter 4 (January to March 19) – 99.83%

Quarter 1 (April to June 19) – 99.77%

 

  • This measure looks at the number of repair appointments kept out of the total number of repair appointments booked, reported as a percentage. This also means the number of repairs where we were able to get in to carry out the repair.
  • Performance in this area has decreased slightly from last quarter, by 0.06%.