How are we doing?

Our quarterly performance update.

We measure ourselves against a number of key performance indicators, which we update every quarter to see where we are doing well and where we need to improve.

We set our targets by comparing our performance with the best performing housing associations.

Quarter 2, 2020-21

Satisfaction with:

       Origin as a landlord: 71.15%  - our target for 2020/21 is 77%

We have seen an improvement of over 4% since the first quarter of the year. We have introduced a new repairs service offer which means that many more residents get their repairs done within a day of reporting the problem and we continue to work to improve communication. Over 76% of residents feel they are kept informed and 66% that we are easy to deal with. New digital ways of communicating with us have been introduced and we are focused on resolving issues as swiftly as possible and keeping you updated if there are delays. 

    Complaint handling: 15% - our target for 2020/21 is 50%

We value complaints as they highlight problems along with areas for improvement and give us a chance to put things right. We are aware that our customers experiences of how their complaints are handled need to be improved, so we are currently completely reviewing our complaints processes and procedures to check for gaps while working with all complaint handlers across the business to ensure these policies are followed. All formal complaints are now reviewed by Senior Management.. 

    Quality of  your home: 72.8% - our target for 2020/21 is 77%

We are working with our contractors to make sure repairs meet the right standard and are completed right first time in order to improve the overall quality of our homes. We are aware that damp and mould issues can be difficult to resolve and we are working to improve the diagnosis and resolution of leaks. 75% feel their home is safe and secure and we are working with our contractors to improve response times for broken door entry systems and working with residents and the police to tackle serious anti social behaviour.

Repairs and maintenance:

   86% of residents are satisfied with their last repair. Our target for 2020/21 is 90%

     92%  of repairs completed 'right first time' - our target for 2020/21 is 90%

    98%  of appointments made and kept - our target for 2020/21 is 95%

   100% of people satisfied with our aids and adaptations service - our target for 2020/21 is 97%

We are continuing to work with our main contractors to ensure all repairs are carried out to a high standard and completed as soon as possible. All residents who have expressed dissatisfaction with their repairs are contacted to put the problem right.

Lettings and estate management:

   Our average time taken to re-let an empty home is 146 days. Our target for 2020/21 is 22 days

The current COVID 19 Pandemic has affected our ability to let empty properties. Our lettings team are now using new methods such as online viewings and online sign up meet Covid-secure government guidelines. The team are also working with our contractors to make sure works to our void properties are completed to the right standard, and with local authorities where there have been delays in putting forward nominations or verifying applicants.

Our income performance:

       Current rent arrears for all rented homes is at 4.9% . Our target for 2020/21 is 3.4%

      Current rent arrears for Shared Owners  is at 2.9%. Our target for 2020/21 is 1%

 Current rent arrears for our Retirement residents  is at 2.4%. Our target for 2020/21 is 1.5%

The current COVID 19 Pandemic has affected our performance in this area. The Income team and specialist financial support staff are continuing to offer assistance to all residents facing difficulties during this period. The team are also working with DWP to ensure we have secure data sharing in place which will further help in assisting the increasing number of residents claiming universal credit.


If you have any questions please contact the Data Services Team using the form below.


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