Our service performance

It's really important to us that you're satisfied with the repairs service we offer you, and that repairs are done quickly and to a high standard.

This is how we performed:

• 66,855 repairs were completed
• 86% first-time fix
• 85.4% non-emergency repairs completed within target timescale

It's very important to treat damp and mould as early as possible before the issue gets worse and spreads.

This is what we did:

• 1587 stage 1 cases completed
• 1224 stage 2 cases completed
• 21 days - average time to complete stage 1 cases
• 47 days - average time to complete stage 2 cases

Improving your homes is one of our top priorities, through renovations and making them more energy-efficient, and lowering your energy bills. This is what we've achieved.

Planned works delivered:

• 582 bathrooms
• 430 kitchens
• 3420 windows
• 105 roofs

EPC rating of your homes:

• 78.37% - C and above
• 21.55% - D rated
• 0.07% - E and below
• 0.01% - unknown

Homes that meet the Decent Homes Standard:

• 99.97%

When things go wrong, it's important you let us know, so we can fix it. To help with this, we added customer experience officers and a senior customer experience officer to our team.

This is how we performed:

• 771 stage 1 complaints, with 110 escalating to stage 2 and just 1 escalated to the Housing Ombudsman Service
• 178 stage 2 complaints
• 91.6% (up from 85.8%) stage 1 response times compliant with the Housing Ombudsman Complaint Handling Code, in the second quarter of this year
• 73.1% (up from 58.3%) stage 2 compliant response times in the second quarter of this year
• 57.5% - Maladministration rate

We've seen an increase in gang-related crime within the Birmingham area. This led to all of our Tenancy Services Team Leaders attending Community Safety meetings in their areas to have a full awareness of gang crime/activity and to work with partners to tackle gang crime.

This involved taking tenancy enforcement action and carrying out joint community days with the police and other partners.

We've also seen a small increase in both fly-tipping and incidents of graffiti being reported but no evidence of hotspots stand out. We will utilise our new CCTV team to help identify the perpetrators and take the relevant action to resolve this.

• 20 antisocial behaviour cases per 1000 homes
• 173 days - average time to close an antisocial behaviour case
• 78.7 fly-tipping cases per 1000 tenancies
• 8.9 graffiti removal cases per 1000 tenancies
• 41 safeguarding cases per 1000 homes
• 247 days - average time to close a safeguarding case

Our Involved Tenants have recently completed the first quarterly co-regulatory review of the Transparency, Influence and Accountability consumer standards.

The draft findings of this review were positive with the tenant group awarding all 41 elements a rating of compliant. Tenants will be reviewing our performance against the remaining 3 standards over the course of the year.  

TPAS (Tenant Participation Advisory Service) have now reviewed our ‘Health Check’ of our current Tenant Involvement and Engagement Framework and have provided feedback that they feel we are in a strong position to progress for their full landlord accreditation.

This will demonstrate our commitment to resident involvement, drive for improvements across our organisation and ensures our approach is effective and offers the best value for money. We will start the accreditation process in November, once we receive the application details. 

• 1 minute and 33 seconds - average time to answer repairs calls by our Hub (April - September 2024)
• 1 minute and 21 seconds - average time to answer housing calls by our Hub (April - September 2024)