Our performance

How we’re doing

Our performance figures and annual reports

Our Annual Reports show you how we’re performing and delivering value for money. View the reports online or download. If you require any of these reports in another language, please email: customer@mytht.co.uk.


October 2019 Performance

We received 21 complaints from our customers in October 2019.

A reduction of 37% of total complaints (232 v 317) when compared to the equivalent period last year.

The average time taken to close complaints is steadily reducing.

Customers are at the heart of everything we do and we are continually striving to improve our service and performance for every one of our customers.

Customer feedback

Overall Customer Satisfaction has increased by around 4% since October. Our Grounds Maintenance and Contact Centre teams performed particularly well, both scoring over 80%, which is much higher than normal. However, we are still a little way short of our target of 87.5% (housing sector average).

Our properties

We finished building 8 brand new houses in November and 6 customers were able to move into their new home. We have built 117 new houses in Trafford and the surrounding area so far this year.

Customer service

We were only able to respond to 50% of complaints within the timescales we promised. We received a lot more complaints than usual in November, many relating to boilers and gas servicing. However, we know we need to do better and we’re looking to improve how quickly we respond to our customers.

Social impact

Our Social Investment Team committed £371k of grant funding to local community projects in November. This included:

    • An outreach programme to support female rough-sleepers
    • Older people’s exercise and mobility classes
    • Setup of a café and community room in Victoria Park

Volume of complaints (by year)


Average days taken to close complaints

2018-2019 reports

Annual Report & Financial Statement 31st March 2019


2017-2018 reports

Fourth Quarter Statement

Annual Report

Customer Annual Report

Gender Pay Gap Statement


2016-2017 reports

How we performed 2016-2017

THT Annual Report and financial statements 2016-2017

THT Value for Money Report 2016-2017

Gender Pay Gap Statement


2015-2016 reports

THT Annual Report and Financial Statements 2015-2016

THT Value for Money Report 2015-2016

THT Annual Report 2015-2016

2014-2015 reports

THT Annual Report and Financial Statements 2014-2015

THT Value for Money Report 2014-2015

THT Annual Report 2014-2015


2013-2014 reports

THT Annual Report and Financial Statements 2013-2014


2012-2013 reports

THT Annual Report and Financial Statements 2012-2013

THT Annual Report 2013 Tea Towel


Latest news

Electrical supply at Circle Court: information for customers

Circle Court update: Power now restored

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Early Christmas present for Hale heroes of Wellgreen Lodge

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Changes to our customers’ gas heating services provider

Liberty will now provide our gas heating services contract for customers.

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Trafford Housing Trust is now a part of the L&Q Group

Trafford Housing Trust to become a standalone subsidiary of L&Q, retaining its own brand, Board and executive management team.

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Fighting holiday hunger with Active Appetites

THT funding for 12 groups around Trafford to supply meals to children and families.

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L&Q talks heading towards completion

A personal update from Chief Executive Larry Gold

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