Thanks to some excellent work by our officers, working in sometimes challenging environments, we're on course to achieve agreed target 'effort' and 'trust' scores for how we handle anti-social behaviour cases.
Satisfaction with repairs was over 90% for the three months to December, and even higher for that month - 93.5%. This is the highest satisfaction level since September 2018 and reflects the work we've done, and continue to do, on improving this service. In particular, we've had good feedback on the speed and efficiency of repairs. While we know we don't always get it right first time, it's worth remembering that we deal with a large number of repairs (16,000+ a month) and only around 1% result in complaints. Despite this, we're continually looking for new ways to improve.
And we've had positive feedback for how our Resolution team respond to complaints. This is reflected in the 'effort' score, which has been improving for three months. We know there's still room for improvement though so we're working with customers in our scrutiny groups and using your feedback to achieve this.
Our out of hours service, Careline, also received excellent feedback. Over 90% of customers said they were satisfied with both the service and the communications they'd had.
We've already explained some of the things we're doing to improve. The 'Residents at the heart' section of this report also gives some examples of how we're capturing and using feedback to get a clearer picture of what you think is important.
We're also working with other housing associations to share ideas and benefit from each others' experiences.