Our performance

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

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

Restrictions have meant that we have only recently been able to start selling houses again. 3 out of the 4 people we asked were satisfied with their new home, meaning we need to improve to meet our target of 95%.

Satisfaction with THT’s handling of ASB cases has increased slightly since October and is above the target of 80%.

This score indicates how easy it is for customers to get what they want from THT. 94.4% is a slight improvement since last month and above our target of 90%.

THT was able to relet 37 empty properties to our customers in November. We have slightly fewer empty properties than last month, but are still working to get below our target of 50.

Due to the restrictions in place to help combat COVID, Laurus have not been able to build as many homes as planned this year. 8 new houses were completed in November.

84% of our repairs this year were completed on the first visit, a slight decrease from the previous month and also below our target of 90%.

5 of THT’s 7,333 relevant properties don’t have a current Gas Safety Certificate. We are working with these customers to gain access to complete this.

So far this year, we have received 147 formal complaints. This is 46% less than the same period last year. Most of our complaints related to problems with Gas Repairs.

Performance this year has been much better than last year, but there is still work to do to meet our 90% target.

5.2% of calls were abandoned in the year to November. This means we are performing just below our target of answering 95% of all calls.

Our Social Investment Team has committed £908k of grant funding to local community projects so far this year. This included food poverty projects and over 16s eduction support.

THT’s Customer Support Team helped 724 customers with debt relief and welfare advice this financial year. This is less than we had supported by November 2019.

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 £450.