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.

February 2021 performance

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.

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 2020 to February 2021.

Customer satisfaction


Overall Customer Satisfaction

Average satisfaction scores across THT’s range of services decreased very slightly since last month. This is still above our target of 90%.


Satisfaction with Repairs

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


Satisfaction with how THT dealt with Antisocial Behaviour

Satisfaction with THT’s handling of ASB cases has decreased by 2% since January (target 85%). We are currently receiving an increased number of noise complaints from customers.


Ease of Dealing with THT

This score indicates how easy it is for customers to get what they want from THT. 94.6% is is a better score than last month and above our target of 90%.

Our properties


Empty properties, available to let

At the end of the month we had 62 void properties, of which 21 were ready to let. We aim to have no more than 50 void properties at any time.


New properties built for our customers

Due to the restrictions in place to help combat COVID, Laurus have not been able to build as many homes as planned this year however 9 new homes were completed in February.


% of repairs completed at first visit

89% of our repairs in February were completed on the first visit, which is 6% more than the previous month. We are just below the target of 90%.


Gas Safety Certificates checked and in-date

13 of THT’s 7,327 relevant properties don’t have a current Gas Safety Certificate. We are working with these customers to gain access to complete this.

Customer service


Formal complaints from our customers

So far this year, we have received 249 formal complaints. This is 35% less than the same period last year.


Complaints resolved in target time (10 days)

Performance this year has been much better than last year, but there is still work to do to meet our 100% target.


Calls to our Customer Hub answered

4.8% of calls were abandoned in the year to February. This means we are now performing just above our target of answering 95% of all calls.

Social impact


Grant funding committed to local projects

Our Social Investment Team has committed £1.04m of grant funding to local community projects so far this year. This included support to get back into work and investment in local parks.


Customers helped with debt / benefit advice

THT’s Customer Support Team helped 1014 customers with debt relief and welfare advice this financial year.


Financial Outcomes from Customer Support

The financial outcomes generated are lower than last year, due to reduced customer numbers. However the financial support for each customer has increased by over £150.

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