Our performance

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

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

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.

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%.

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.

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.

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%.

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.

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

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

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.

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.

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

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.