How we are performing for our customers

Our customer scorecard

Every three months we publish an update on how we are performing for our customers. Here is how we did between October and December 2024.

 What does this mean?

• Customer satisfaction is based on feedback from customers who have raised a request or case with us during Q3. Satisfaction with repairs reduced slightly during our busy winter period but remains good.
• Satisfaction with Hyde colleague is based on feedback from customers using our repairs service. Performance has been consistently above 90%
• Decent Homes Standard – This looks at how many of our homes meet the standard set by the Government. We have plans in place for our homes which do not meet the standard.
• Repairs – This measures the most common wait time for a repair. Between October – December the most common waiting time for a repair was 3 days.
• Emergency Repairs – Between October-December 99% of emergency repairs were completed within 24 hrs.
• Fire Risk Assessment – Keeping customers safe is essential. We regularly carryout Fire Risk Assessments to make sure our buildings and shared spaces are safe from fire. In Q3 100% of Fire Risk Assessments due were carried out.

If you would like to know more about how we are performing, you can view our 2023/24 Annual review for customers and our performance on 2023/24 Tenant Satisfaction Measures.