×

Performance

About us About us

Arches is committed to maintaining a high performance standard and improving any areas we can.


We know it's really important to our residents that we're offering you the best services we possibly can.

In order to manage our performance, we set ourselves specific targets and measure ourselves against them. This helps us to understand how well we're doing and where we need to improve.

Have your say

Do you have any feedback on our performance last quarter? We'd love to hear what you have to say. Let us know here.

Jump to:

 

 Our Yearly Performance (Tenant Satisfaction Measures) 2023-2024

Indicator
Numbers
Key
Comment
CH01 - Complaints Relative To The Size Of The Landlord - Stage One

Target
N/A

Score
35.33

 We're hitting our target
CH01 - Complaints Relative To The Size Of The Landlord - Stage Two

Target
N/A

Score
4.93%

 We're are hitting our target
CH02 - Complaints Responded To Within Complaint Handling Code Timescales - Stage One

Target
75%

Score
67.44%

 We're are hitting our target
CH02 - Complaints Responded To Within Complaint Handling Code Timescales - Stage Two

Target
83.3%

Score
83.3%

 We're hitting our target
NM01 - Anti-Social Behaviour Cases Relative To The Size Of The Landlord

Target
26.39

Score
26.39
NM01 - Anti-Social Behaviour Cases Relative To The Size Of The Landlord That Involved Hate Incidents

Target
1.5

Score
1.5
RP01 - Homes That Do Not Meet the DHS (Decent Homes Standard)

Target
0

Score
0
RP02 - Non-Emergency Repairs Completed Within Target Timescale

Target
92.6%

Score
92.6%
RP02 - Emergency Repairs Completed Within Target Timescale

Target
91.2%

Score
91.2%
BS01 - Gas Safety Checks

Target
100

Score
100
BS02 - Fire Safety Checks

Target
100%

Score
100%
BS03 - Asbestos Safety Checks

Target
100%

Score
100%
BS04 - Water Safety Checks

Target
100%

Score
100%
BS05 - Lift Safety Checks

Target
100%

Score
100%
TP01 - Overall Satisfaction

Target
76.5%

Score
76.5%
TP02 - Satisfaction With Repairs

Target
77.1%

Score
77.1%
TP03 - Satisfaction With Time Taken To Complete Most Recent Repair

Target
75.3%

Score
75.3%
TP04 - Satisfaction That The Home Is Well Maintained

Target
74%

Score
74%
TP05 - Satisfaction That The Home Is Safe

Target
75.3%

Score
75.3%
TP06 - Satisfaction That The Landlord Listens To Tenant Views & Acts Upon Them

Target
75.3%

Score
75.3%
TP07 - Satisfaction That The Landlord Keeps Tenants Informed About Things That Matter To Them

Target
71.8%

Score
71.8%
TP08 - Agreement That The Landlord Treats Tenants Fairly And With Respect

Target
82.8%

Score
82.8%
TP09 - Satisfaction With The Landlord's Approach To Handling Complaints

Target
42.2%

Score
42.2%
TP10 - Satisfaction That The Landlord Keeps Communal Areas Clean & Well Maintained

Target
66.8%

Score
66.8%
TP11 - Satisfaction That The Landlord Makes A Positive Contribution To Neighbourhoods

Target
66.9%

Score
66.9%
TP12 - Satisfaction With The Landlord's Approach To Handling Anti-Social Behaviour

Target
60%

Score
60%

 Our performance for Quarter 4 - Jan 2024 to Mar 2024

Indicator
Numbers
Key
Comment
Number of tenancies ended in the last year, as a percentage of all the homes we manage.

Target
8.5%

Score
7.09%

 We're hitting our target
Total amount of rent arrears owed to us, as a percentage of the total amount of rent we charge per year.

Target
3.5%

Score
3.08%

 We're are hitting our target
Percentage of day-to-day repairs completed on time

Target
90%

Score
90.49%

 We're are hitting our target
Percentage of upheld complaints that have led to a change in how services are delivered to our customers.

Target
90%

Score
100%

 We're hitting our target

Learning from complaints

Your complaints are important because they have shown us where we need to improve to make sure we are giving our tenants good value for money.

As a result of complaints received this year we have made these changes to improve our services:

  • Our Customer Services team now review calls to make sure we are asking the right questions, to get the right information, so that customers get the right advice and assistance first time.
  • We have retrained staff so that we are diagnosing repairs well, and taking accurate information so that our contractors are able to complete repairs first time.
  • We have increased the number of repairs we check to make sure our contractors are doing what is expected, and to a quality that meets our service standards.

To view our most recent complaints Insight report, click here.

Meeting the Arches Standards

The Arches Standards are standards that we have created ourselves, co-designed with our customers. They go above and beyond what's required of us by the regulator. These standards are what our customers can hold us to - and how we judge ourselves.

Arches Home Standard

The Arches Home Standard is a set of quality standards for our properties. It covers things like bathroom and kitchen replacements, double glazing and safety testing. 

Arches Service Standard

These are the standards that we have created ourselves, co-designed with our customers including feedback from the 2019 Big Conversation and the Together with Tenants consultation in 2021. They go above and beyond what's required of us by the regulator. These standards are what our customers can hold us to - and how we judge ourselves.

Value for money

You can follow this link to find out how we performed against our value for money goals.