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.

August 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.

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 August 2020.

Customer satisfaction


Overall Customer Satisfaction

Average satisfaction scores across THT’s range of services increased by 1% from last month. This is above our target of 90%.


Satisfaction with Repairs

THT is now able to carry out the full range of repairs in our customers' properties. Over 99% people we asked were satisfied with their repair. This is above the target of 84%.


Satisfaction with New Home

Current restrictions have limited the amount of homes we've been able to sell so far this year. We haven't received any feedback from customers so far.


Satisfaction with how THT dealt with Antisocial Behaviour

Satisfaction with THT’s handling of ASB cases decreased since July, but is still above the target of 80%.


Net Promoter Score

NPS measures whether our customers would recommend us to friends and family. The score can be anywhere from -100 to +100. This month’s score of +76.3 is one of our best ever and well above our target of 60.

Our properties


Empty properties, available to let

There were 72 empty properties ready for customers to move in at the end of August. In the month, THT was able to relet 46 empty properties. Demand to move home remains high, meaning the number of empty properties we have remains the same.


New properties built for our customers

Due to the restrictions in place to help combat COVID, Laurus have been unable to complete construction on any new homes for our customers this year.


% of repairs completed at first visit

86% of our repairs this year were completed on the first visit, an increase from the previous month, but below our target of 90%. Before July, THT was only operating emergency repairs, due to COVID restrictions.


Gas Safety Certificates checked and in-date

At the end of August, over 99.5% of our properties had a current gas safety certificate. We are continuously working with customers to ensure all homes are safe and meet regulatory standards.

Customer service


Formal complaints from our customers

So far this year, our customers have submitted 80 formal complaints. This 57% less than the same period last year. Most of our complaints have related to problems with Gas Repairs.


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 90% target.


Calls to our Customer Hub answered

We were able to answer over 95% of the calls to our Customer Hub which is great.

Social impact


Grant funding committed to local projects

Our Social Investment Team has committed £671k of grant funding to local community projects so far this year. This included emergency COVID relief funds and mental health support.


Customers helped with debt / benefit advice

From April, THT’s Customer Support Team have helped 407 customers with debt and welfare rights/benefits support.


Financial Outcomes from Customer Support

The financial outcomes generated are lower than last year, due to fewer customers asking for help. However the financial outcomes for each customer has increased by over £1,000.

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