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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 September 2021.

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. 96% is above our target of 90%.

Customer service


Formal complaints from our customers YTD

So far this year, we have received 211 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

8.5% of calls were abandoned in the year to October. This means we are performing below our target of answering 95% of all calls. This is partially due to technical difficulties as a result of a telephony upgrade in June.


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. 79% is below our target of 80%.

Social impact


Grant Funding Committed to Local Projects YTD

Our Community Grants Team has committed £865k of grant funding to local community projects so far this year. This included art therapy sessions to help with trauma and ESOL community classes for those learning English.


Customers Helped with Debt / Benefit Advice YTD

THT’s Customer Support Team have helped 796 customers with debt relief and welfare advice so far this financial year.


Financial outcomes from customer support

The financial outcomes generated through THT's dedicated Customer Support is £3.0m so far this year (an 15% increase on last year).

Your property


Void Properties, Available to Let

At the end of October we had 54 void properties, meaning we are now above our target level of 50.


New Properties Built for our Customers YTD

Laurus completed construction on 22 new homes in October, bringing the total for the year to 205. 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

2 of THT’s 7,322 relevant properties don’t have a current Gas Safety Certificate. We are working with these customers 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

91.5% of our repairs in October were completed on the first visit. This is above our target of 90%.


% of Repairs Completed within SLA

In October, 98.5% 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 October, 73% 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 October, 75% of the customers we surveyed were satisfied with the grounds maintenance service they had received which is well above the service target of 71%.


Grounds maintenance site attendance on time

In October, our Grounds Maintenance team were able to visit 88% of the sites on their rota. This is above the target of 84%.


Caretaking visits completed on time

98% of Caretaking visits were completed on time in October. Every block is cleaned once a fortnight. We also quality inspect 15 sites per month.