Making a Difference
to people's lives

Performance Data

At Wrekin we pride ourselves on making a difference to people’s lives and strive to improve the services we deliver. We do this in a number of ways including measuring our operational performance on a regular basis and reporting it on a quarterly and annual basis.

We produce reports which are agreed by our Customer Voice Panel in the areas that matter, covering a range of service areas. We report our performance against the areas of the Wrekin Tenant’s Charter and it is used by the Customer Voice Panel to assess our compliance with the Charter.

Take a look at how we have been performing this year...

Tenant Satisfaction measuresQuarter 1Quarter 2Quarter 3Quarter 4
Overall satisfaction with the Wrekin Housing Group89%91%90%90%
Satisfaction with repairs service92%92%90%89%
Satisfaction with time taken to complete a repair91%91%91%90%
Satisfaction home is well maintained86%90%90%89%
Satisfaction home is safe87%92%90%91%
Satisfaction that your views are listened to and acted upon76%76%76%79%
Satisfaction that you kept informed about things that matter to you80%79%83%84%
Satisfaction that you are treated with fairness and respect83%88%87%90%
Satisfaction with handling of complaints53%48%43%49%
Satisfaction landlord keeps comunal areas clean and well maintained73%69%74%77%
Satisfaction that the Group makes a positive contribution to your neighbourhood74%72%76%75%
Satisfaction with landlord's approach to handling ASB69%61%70%71%
Likely to recommend to friends and family62616164
ComplaintsQuarter 1Quarter 2Quarter 3Quarter 4
Number of stage one complaints141161169178
% of complaints acknowledged within 5 days100%99%100%100%
% of stage 1 complaints responded to within 10 days83%89%95%98%
% of complaints resolved at stage 188%96%99%98%
Contact CentreQuarter 1Quarter 2Quarter 3Quarter 4
Calls taken in the contact centre43992426574525346828
Abandoned call rate7.9%8.5%15%16.1%
Average time to answer call70 seconds67 seconds116 seconds103 seconds
Lettings Quarter 1Quarter 2Quarter 3Quarter 4
Average re-let time30.01 days26.1 days23.01 days22.23 days
Satisfaction with lettings process93%94%92%95%