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: email@example.com.
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.
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%.
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.
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.
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.
Government Praise for Trafford Housing Trust’s Building Safety
The chair of a government industry safety group has praised Trafford Housing Trust (THT) for their response to building safety following the tragic events at Grenfell Tower in 2017.
Families to Get Holiday Food Boost From Trafford Housing Trust
Families throughout Trafford will have access to a wide range of holiday food projects and support this Easter thanks to a grant from Trafford Housing Trust.
New Homecare Contract for Trafford Housing Trust Sparks Recruitment Drive
Trustcare at Trafford Housing Trust has been awarded a new contract by Trafford Council to provide homecare support services and is looking to recruit 100 new carers to deliver it.
Strategic JV Announced by Trafford Housing Trust and Lovell Partnerships
LEADING national housebuilder Lovell Partnerships and North West housing association Trafford Housing Trust (THT) have joined forces to create a strategic joint venture.
Trafford Housing Trust and Council Unveil Plans for Old Trafford Redevelopment
Residents are being invited to give their views on plans for a new housing development on land off Bold Street in Old Trafford at a virtual public consultation.
Far East Consortium announces Red Bank affordable housing delivery panel
Far East Consortium (FEC) has today announced its partner panel for the delivery of affordable homes across the Red Bank neighbourhood of the Northern Gateway, with immediate effect.