We publish performance reports as part of our regular board meetings.
End of year performance 2017/18
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.
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
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.
Void rent loss refers to actual rent lost as a result of a home being empty.