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.

 

January 2020 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.

Customer feedback

Overall Customer Satisfaction has increased by around 4% since December. Our Grounds Maintenance and Contact Centre teams performed particularly well, both scoring over 80%, which is much higher than normal. We are performing above our target of 87.5% (housing sector average) for the 2nd month in a row.

Our properties

97.6% of customers were satisfied with their repair, which is a 4% increase from last month and above the national average for the housing sector (80.1%)

Customer service

97.6% of customers were satisfied with their repair, which is a 4% increase from last month and above the national average for the housing sector (80.1%)

100% of customers were satisfied with their new home, which is the same as last month and above the national average for the housing sector (85.0%)

In the year to January, we have been able to fix 83.1% of the repairs logged by customers on our first visit. This is below the national average of 90.9% of repairs fixed on the first visit.

We finished building 7 brand new houses in 13 and 4 customers were able to move into their new home. We have built 137 new houses in Trafford and the surrounding area so far this year.

We were only able to respond to 37% of complaints within the timescales we promised. We received a lot more complaints than usual in January, many relating to boilers and gas servicing. However, we know we need to do better and we’re working with our contractors to improve how quickly we respond to our customers.

Social impact

3 Cleanstart Volunteers were recruited to permanent contracts, following a successful period of volunteering.

Our Social Investment Team committed £300k of grant funding to local community projects in January. This included:

    • Contribution towards a new Wellbeing Hub, to be attached to new-build NHS Medical Centre in village of Kelsall, Cheshire
    • A collaboration between Trafford Council, British Red Cross and Trafford Housing Trust, to develop an integrated response to hoarding
    • A 2-week Easter football camp in Old Trafford

If you would like to know more about the projects funded by Trafford Housing Trust, please go to our Social Investment Website.

2018-2019 reports

Annual Report & Financial Statement 31st March 2019

Customer Annual Report

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

 

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