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Performance reports

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

Latest performance reports:

Performance Report Quarter 1 2019/20

Performance Report Quarter 2 2019/20


End of year performance 2018/19

For full details, take a look at our Performance Report Quarter 4 2018/19.

For the stats at a glance, take a look below.

58.8% calls answered within 20 seconds (target 80% or above)

Calls Answered 20 Secs

6.7% 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.

93.3% of calls answered (target 95% or above)

Calls Answered

1.06% of homes 'non-decent' (target 9.65% or less)

Non Decent

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

9.5 out of 10 satisfied with home improvements (target 9.7 or above)

Satisfaction Improvements

96% of improvement works completed on time (target 96% or more)

Improvement Completion

99.52% satisfaction with repairs (target 98% or above)

Satisfaction Repairs

98.41% of repairs completed on time (target 98.5% or above)

Repairs Completed On Time

95.47% of repairs completed on first visit (target 96.5% or above)

Repairs Completed First Visit

98.33% of repairs appointments that Northwards kept (target 99%)

Repairs Kept

100% of homes with a valid gas safety certificate (target 100%)

Gas Safety

30.53 days average relet time (target 25 days or less)

Relet Time

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.

0.64% void rent loss (target 0.7% or less)

Rent Loss

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

100.7% of rent collected (target 99%)

Rent Collected

83% of complaints responded to within 10 days of the complaint being made (target 80%)


92.5% of written responses to councillors and MPs sent within five business days (target 80%)


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