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Performance reports

We publish performance reports as part of our regular board meetings.

You can view the most recent reports here:

Quarter 1 Performance 2017/18

Quarter 2 Performance 2017/18

What is a Quarter? 

A quarter is a three month period during the financial year. The financial year runs from April to March.

  • Quarter 1 is April - June
  • Quarter 2 is July - September
  • Quarter 3 is October - December
  • Quarter 4 is January - March

End of year performance 2016/17

81 Of Calls Answered Within 20 Seconds Target 80

903 Satisfaction With Our Customer Service Centre

81 Of Calls Answered Within 20 Seconds Target 8037 Of Calls Abandoned Target 5 Or Less

Percentage of calls abandoned refers to the number of calls made to our Customer Service Centre during which the person making the call hangs up before their call is answered.

34 Of Northwards Homes Non Decent Target 5 Or Less

Percentage of 'non-decent' Northwards homes is the percentage of homes which do not meet the 'Decent Homes standard'.

The Decent Homes standard is a level of quality set by the government. A home is considered 'decent' if:

  • it meets the HHSRS minimum safety standards for housing

  • it's in a reasonable state of repair

  • it has reasonably modern facilities and services

  • it has efficient heating and effective insulation

97 Out Of 10 Satisfaction With Home Improvements Target 97

98 Of Improvement Work Completed Within Agreed Timescale

991 Satisfaction With Repairs

9936 Or Repairs Completed On Time Target 9842

9761 Or Repairs Completed On First Visit Target 9624

9943 Of Repairs Appointments Kept Target 988

100 Of Homes Have A Valid Gas Safety Certificate Target 100

346 Days Average Relet Time Target 25 Days Or Less

Average relet time is how long it takes for a property to be rented out to a new tenant after the previous tenant has left.

07 Void Rent Loss Target 1

Void rent loss refers to actual rent lost as a result of a home being empty.

991 Rent Collected Target 99

91 Of Complaints Responded To Within Ten Days Of The Complaint Being Made Target 80

94 Of Written Responses To Councillors And Mps Within Five Business Days Target 80