Rental households' results
Overall satisfaction
- Overall satisfaction with our service
Satisfied
Neutral
Dissatisfied
83%
12%
5%
Keeping properties in good repair
- Satisfaction with repairs over the last 12 months
Satisfied
Neutral
Dissatisfied
81%
9%
10%
Repairs completed within target time:
- Emergency: 65%
- Non-emergency: 52%
Homes that do NOT meet the Decent Homes Standard:
- 0%
- Satisfaction with time taken to complete the most recent repair
Satisfied
Neutral
Dissatisfied
78%
4%
18%
- Satisfaction that your home is well maintained
Satisfied
Neutral
Dissatisfied
85%
9%
6%
Maintaining building safety
- Satisfaction that your home is safe
Satisfied
Neutral
Dissatisfied
91%
6%
2%
Safety check compliance:
Gas safety checks
Fire safety checks
Asbestos safety checks
Water safety checks
Lift safety checks
100%
100%
94%
n/a
n/a
Respectful and helpful engagement
- Satisfaction that we listen to and act upon your views
Satisfied
Neutral
Dissatisfied
74%
18%
8%
- Satisfaction that we keep you informed about the things that matter
Satisfied
Neutral
Dissatisfied
81%
17%
2%
- Satisfaction that we treat you fairly and with respect
Agree
Neutral
Disagree
88%
9%
3%
Effective handling of complaints
- Satisfaction with our approach to handling complaints
Satisfied
Neutral
Dissatisfied
65%
15%
19%
The above question was only asked to those who answered 'Yes' to the question 'Have you made a complaint to WRHA in the last 12 months?'
Yes
No
21.5% (26 people)
78.5%
- Number of complaints
Complaints relative to the size of the landlord - based on the number of complaints the landlord receives for each 1000 homes they own:
- Stage one: 24 per 1000 homes
- Stage two: 4 per 1000 homes
Actual number of complaints:
- Stage one: 12 from 492 homes
- Stage two: 2 from 492 homes
Stage one and two refer to stages in our complaints process.
- Complaints responded to within Complaint Handling Code timescales
Complaints responded to within Complaint Handling Code timescales:
100%
Responsible neighbourhood management
- Satisfaction that we keep communal areas clean and well maintained
Satisfied
Neutral
Dissatisfied
64.5%
14.5%
21%
- Satisfaction that we make a positive contribution to our neighbourhoods
Satisfied
Neutral
Dissatisfied
67%
28%
5%
- Satisfaction with our approach to handling anti-social behaviour
Satisfied
Neutral
Dissatisfied
63%
31%
6%
We asked those who answered the above question if they had ever reported a case of anti-social behaviour to WRHA:
Yes
No
16% (19 people)
84%
- Number of antisocial behaviour cases
Anti-social behaviour (ASB) cases relative to the size of the landlord - based on the number of ASB cases opened for each 1000 homes they own:
138 per 1000 homes
Actual number of ASB cases:
68 cases from 492 homes
Customer care team
- Satisfaction with our customer care team
Satisfied
Neutral
Dissatisfied
88%
9%
3%
