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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 performance for Quarter 3 - Oct 2023 to Dec 2023

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
7.32%

 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
3.59%

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

Target
90%

Score
89.73%

 We're within 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.