How we are doing | Arches Housing

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Here is a quick look at our performance and how we are doing. We will update you with our performance in each newsletter and on our website.

How we are doing - April 2023 to December 2023

Overall and Repairs

Indicator	Numbers	Key	Comment
Tenant overall satisfaction with the service their landlord provides	Target 83% Score 77%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - "Taking everything into account, how satisfied or dissatisfied are you with the service provided by Arches Housing?" A positive response = "Fairly Satisfied" or "Very Satisfied"
Satisfaction with repairs	Target 80% Score 77%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repair service from your landlord over the last 12 months? Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord? A positive response = "Fairly Satisfied" or "Very Satisfied"
Satisfaction with time taken to complete most recent repair	Target 80% Score 75%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
Satisfaction that the home is well-maintained	Target 80% Score 74%		288 Customer Surveys completed between August 2023 -September 2023 answering the question; - How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained? This measure will be based on the percentage of tenants who say they are satisfied.
Homes that do not meet the Decent Homes Standard	Target 0% Score 0%		This measure is based on the percentage of a landlord’s homes that do not meet the Decent Homes Standard. This is a government document describing conditions that social homes should meet.
Repairs Completed within Target Timescale Non Emergency	Target 90% Score 91%		This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. The target times for these types of repairs are between 7 days and 28 days
Repairs Completed within Target Timescale Emergency	Target 90% Score 84%		This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. The target time for these is 24 hours

Maintaining Building Safety

Indicator	Numbers	Key	Comment
Satisfaction that the home is safe	Target 86% Score 75%		"Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?" A positive response - "Fairly Satisfied" or "Very Satisfied"
Gas Safety	Target 100% Score 100%		This measure is based on the percentage of homes that have had all the necessary gas safety checks.
Fire Safety	Target 100% Score 100%		This measure is based on the percentage of homes in buildings that have had all the necessary fire risk assessments.
Asbestos	Target 100% Score 100%		This measure is based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections.
Water Safety Checks	Target 100% Score 100%		This measure is based on the percentage of homes that have had all the necessary legionella risk assessments. Legionella is a bacteria that can make people ill if it gets into water supplies.
Lift Safety Checks	Target 100% Score 100%		This measure is based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks.

Respectful and Helpful Engagement

Indicator	Numbers	Key	Comment
Tenant satisfaction that their landlord listens to their views and takes notice of them	Target 71% Score 67%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - "How satisfied or dissatisfied are you that Arches Housing listens to your views and acts upon them?" with a positive response - "Fairly Satisfied" or "Very Satisfied"
Satisfaction that the landlord keeps tenants informed about things that matter to them	Target 84% Score 72%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you? This measure will be based on the percentage of tenants who say they are satisfied. Positive satisfaction - "Fairly Satisfied" or "Very Satisfied"
Tenant satisfaction that Arches treats customers fairly and with respect	Target 86% Score 83%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - "To what extent do you agree or disagree with the following: Arches treats me fairly and with respect" Positive satisfaction - "Agree" or "Strongly Agree"

Effective Handling of Complaints

Indicator	Numbers	Key	Comment
Tenant satisfaction with landlord’s complaints handling	Target 50% Score 42%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Have you made a complaint to your landlord in the last 12 months? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling? with a positive response - "Fairly Satisfied" or "Very Satisfied"
Number of Complaints Relative to Size of Landlord - Stage 1	Target 43 Score 23		This measure is based on the number of Stage 1 complaints we receive for each 1,000 homes we own then extrapolated to an annual figure as the figure would only rise throughout the year i.e. this is half year figure multiplied by 2
Number of Complaints Relative to Size of Landlord - Stage 2	Target 3 Score 5		This measure is based on the number of Stage 2 complaints the landlord receives for each 1,000 homes we own then extrapolated to an annual figure as the figure would only rise throughout the year i.e. this is half year figure multiplied by 2
Complaints responded to within Complaint Handling Code timescales - Stage 1	Target 80% Score 52%		This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 10 working days from receiving complaint
Complaints responded to within Complaint Handling Code timescales - Stage 2	Target 80% Score 60%		This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 20 working days from escalation date.

Responsible Neighbourhood Management

Indicator	Numbers	Key	Comment
Tenant satisfaction with landlord actions to keep communal areas clean and safe	Target 76% Score 67%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained? with a positive response - "Fairly Satisfied" or "Very Satisfied"
Satisfaction that the landlord makes a positive contribution to neighbourhoods	Target 78% Score 67%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood? This measure will be based on the percentage of tenants who say they are satisfied. Positive satisfied - "Fairly Satisfied" or "Very Satisfied"
Satisfaction with the landlord’s approach to handling anti-social behaviour	Target 74% Score 60%		288 Customer Surveys completed between August 2023 - September 2023 answering the question; - How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour? This measure will be based on the percentage of tenants who say they are satisfied. Not every tenant will have reported a formal anti-social behaviour case to their landlord, but Arches are required to ask this question of everyone being surveyed
Anti-social behaviour cases relative to the size of the landlord	Target 40 Score 21		This measure is based on the number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents. This is then extrapolated to an annual figure i.e. result for half year multiplied by 2