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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.

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 Our Quarterly Performance: Q2 July-September 2024.

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

Target
43

Score
55.43

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

Target
7

Score
10.5

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

Target
80%

Score
91.9%

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

Target
83.3%

Score
75%

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

Target
36.68

Score
47.46

 We're hitting our target.
NM01 - Anti-Social Behaviour Cases Relative To The Size Of The Landlord That Involved Hate Incidents

Target
2

Score
1.5

 We're hitting our target.
RP01 - Homes That Do Not Meet the DHS (Decent Homes Standard)

Target
0

Score
0

 We're hitting our target.
RP02 - Non-Emergency Repairs Completed Within Target Timescale

Target
91%

Score
90.6%

 We're just below our target.
RP02 - Emergency Repairs Completed Within Target Timescale

Target
90%

Score
89%

 We're just below target.
BS01 - Gas Safety Checks

Target
100

Score
100

 We're hitting our target
BS02 - Fire Safety Checks

Target
100%

Score
100%

 We're hitting our target
BS03 - Asbestos Safety Checks

Target
100%

Score
100%

 We're hitting our target
BS04 - Water Safety Checks

Target
100%

Score
100%

 We're hitting our target
BS05 - Lift Safety Checks

Target
100%

Score
100%

 We're hitting our target
TP01 - Overall Satisfaction

Target
78%

Score
76.8%

 We're just below target.
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%

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.

We report our performance on complaints annually in line with the Housing Ombudsman complaint Handling Code. 

To view our 2023/24 Annual Complaints Performance and Service Improvement 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.

Our 2023 Tenant Satisfaction Measures Survey (TSM) was conducted using the following survey transcript:

Click here to view the transcript.