Skip navigation

Our performance

How we're doing

THT monthly performance figures and annual reports

Our performance page gives you a monthly update on our performance in key areas and our current and past annual reports. 

The 24 Key Performance Indicators presented below were identified by customers on our Quality and Insight Panel and those who responded to our surveys as the things that matter most to customers.

Customers also told us that they want regular information about the following:

- Delivery of our customer engagement and involvement plan

- How we've involved customers in decisions about rent and service charges

Working with partners to resolve issues causing concern to you and your community


If you require any of these reports in another language, please email us.


Current performance

If you would like more information about our performance, please click the '?' symbol in the top right corner of each tile. The 'Thumb' symbols on each tile indicate whether we are performing well against our targets.

Unless otherwise stated, all of the figures below represent the period from April 2021 to March 2022.

Customer satisfaction


Overall Customer Satisfaction YTD

Average satisfaction scores across THT’s range of services is above our target of 91%.


Satisfaction with Repairs YTD

Over 99% of the customers we asked were satisfied with their repair. This is above our target of 95%.


Satisfaction with how THT dealt with ASB YTD

Satisfaction with THT’s handling of Anit-Social Behaviour cases is above our target of 85%.


Ease of Dealing with THT YTD

This score indicates how easy it is for customers to get what they want from THT. 95% is above our target of 90%.

Customer service


Formal complaints from our customers YTD

So far this year, we have received 399 formal complaints which is more than we received in the same period last year. Over 30% are about Gas issues and this is an area we are working to improve.


% complaints resolved in target time (10 days)

Performance year to date is below the level we want and there is still work to do to meet our 90% target. 


Calls to our Customer Hub answered YTD

10.1% of calls were abandoned in the year to March. This means we are performing below our target of answering 95% of all calls.


Ease of dealing with Customer Hub YTD

This score indicates how easy it is for customers to get what they want when they call our contact centre. 76% is below our target of 80%. This is partially due to technology issues following a telephony upgrade that we are working hard to resolve.

Social impact


Grant Funding Committed to Local Projects YTD

Our Community Grants Team has committed £1.3m of grant funding to local community projects so far this year. This included mental health support and borough wide walking groups to encourage better health and wellbeing.


Customers Helped with Debt / Benefit Advice YTD

THT’s Customer Support Team have helped 1467 customers with debt relief and welfare advice so far this financial year. This is 23% more than last year.


Financial outcomes from customer support

The financial outcomes generated through THT's dedicated Customer Support is £5.3m so far this year (a 21% increase on last year).

Your property


Void Properties, Available to Let

At the end of March we had 49 void properties, meaning we are below our target level of 50. 


New Properties Built for our Customers YTD

Laurus completed construction on 50 new homes in February, bringing the total for the year to 421. Handovers have been impacted by covid and as a result we are behind target.


Customer satisfaction with safety of the home

86% of the customers we surveyed said they were satisfied that THT provides a home that is safe and secure. This is a new measure, so we don't yet know how we compare to other housing providers.


Gas safety certificates checked and in-date

1 of THT’s 7,322 relevant properties don’t have a current Gas Safety Certificate. We are working with the customer to resolve this.


Compliance with decent homes standard

All of the properties that THT is responsible for currently meet the Decent Homes Standard required by the Government.

Your repairs


% of Repairs Completed at First Visit

92.8% of our repairs in February were completed on the first visit. This is above our target of 90%.


% of Repairs Completed within SLA

In March, 99.8% of all responsive repairs (including emergency repairs) were completed within the target time. This is above our target of 95% of repairs done on time.

Your estates


Satisfaction with caretaking / mobile cleaning

In March, 85% of the customers we surveyed were satisfied with the cleaning service they received which is above the target of 71%.


Satisfaction with grounds maintenance

In March, 80% of the customers we surveyed were satisfied with the grounds maintenance service they had received which is above the service target of 71%.


Grounds maintenance site attendance on time

In March, our Grounds Maintenance team were able to visit 96% of the sites on their rota. This is above the target of 84%.


Caretaking visits completed on time

100% of Caretaking visits were completed on time in March. Every block is cleaned once a fortnight. We also quality inspect 15 sites per month.