Performance
We aim to deliver excellent services for all of our customers – and we set targets to measure how we’re doing.
These performance measures help us achieve great results for our tenants, communities and our business.
We record key business performance figures. We let customers know how Wheatley Homes East performs as a business each year in our Report to Tenants.
These figures are also reported to the Scottish Housing Regulator. You can find out more about the results we report to the Regulator in the Annual Return on the Charter. You can also find information on reporting performance failures here.
You can also find performance reports within the Board report section of this website.
Our Tenant Update features some headline 2022/23 performance figures and local Customer Voice performance panels are providing a chance to discuss how we're doing.
Another way we judge our performance is through our awards and accreditations.
The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.
Key performance measures | 2022/23 | 2023/24 (Year end) Value | 2023/24 Target | 2023/24 SHR Scottish average |
|---|---|---|---|---|
Average time for a full response to Stage 1 complaints (days) | 3.89 | 3.79 | 5 | 5.1 |
Average time for a full response to Stage 2 complaints (days) | 18.27 | 16.7 | 20 | 17.5 |
Reactive repairs completed right first time | 94.59% | 92.87% | 90% | 88.4% |
Average time taken to complete emergency repairs (hours) | 3.13 | 3.39 | 3 | 4 |
Percentage of tenants satisfied with repairs or maintenance carried out in last 12 months | 91.24% | 96.77% | 90% | 87.3% |
Anti-social behaviour cases reported in the last year which were resolved | 100% | 100% | 98% | 94.3% |
New tenancies sustained for more than a year | 91.23% | 91.77% | 90% | 91.2% |
Gross rent arrears as a % of rent due | 4.63% | 4.61% | 4.52% | 6.7% |
Rent due lost through properties being empty | 1.03% | 1.02% | 0.6% | 1.4% |
| New build completions - social housing | 251 | 168 | 156 | N/A |
Tenant satisfaction
In 2023, Wheatley Homes East commissioned Research Resource to carry out tenant satisfaction surveys. The results of this are detailed below.
| Satisfaction measure | WHE result | 2023/24 SHR Scottish average |
|---|---|---|
| Percentage of tenants satisfied with the overall service | 95.58% | 86.5% |
| Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions | 98.07% | 90.5% |
| Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes | 99.45% | 87.7% |
| Percentage of tenants satisfied with the quality of their home | 95.03% | 84% |
| Percentage of tenants satisfied with the landlord’s contribution to the management of the neighbourhood they live in | 93.09% | 84.7% |
| Percentage of annual tenants who feel that the rent for their property represents good value for money | 95.86% | 81.6% |
Customer service commitments
We are committed to great customer service and exceeding your expectations in everything we do. Our commitments tell you how we will do this and what you can expect from us.
We measure some of these commitments as part of our formal performance management framework, with several reportable to our Boards and to the Scottish Housing Regulator as part of the Annual Return on the Charter. The remaining commitments are managed locally – this can comprise, for example, team review and spot checks.
The below table demonstrates our performance against our customer service commitments for 2023/24.
| Service and commitment | Timeframe | Performance 23/24 |
|---|---|---|
Attend emergency repairs | Within 3 hours | 3.39 hours |
Check all gas appliances in your home | Once a year | Number of times we did not meet statutory obligation to complete a gas safety check: 0 |
All our staff and contractors visiting your home will present identification | Every visit | Managed locally |
Our staff will be polite, courteous, respectful and approachable | Every visit | Managed locally |
Our Customer First Centre facility is available to give you access to advice and assistance | 24/7 | Managed locally |
Answer 75% of calls to our call centre | Within 30 seconds | 66.78% |
Respond in full to your telephone enquiry | Within 1 working day | 86.41% First contact resolution (Group wide) |
Greet you in person at our Centres of excellence or Hubs | Within 10 minutes | Managed locally |
Respond to or acknowledge any letters, emails, texts from you | Within 2 working days | Managed locally and with automatic acknowledgement |
Keep you advised of progress | Every 5 working days | Managed locally |
Respond to social media enquiries | Within 24 hours (working hours) | Managed locally |
Visit you at home on request | Within 5 working days | Managed locally |
Acknowledge the complaint… | Within 2 working days | Managed locally |
…Give our decision (or advise you if further investigation is needed) | Within 5 working days | Average time in working days for a full response at Stage 1 – 3.79 days |
…Provide you with a full response to your complaint if further investigation is needed | Within 20 working days | Average time in working days for a full response at Stage 2 – 16.7 days |
Provide publications and other information in different formats or languages | Within 5 working days or notify otherwise | Managed locally |
Acknowledge and respond in full to Subject Access Requests | Within 1 month of receipt or notify otherwise | 99% responded to within statutory timescale (Group) |
Complaints Annual Report 2022-23 – learning from your feedback
We take your complaints, comments and compliments very seriously and we always try to learn from them and your feedback.
Our Complaints Annual Report highlights some of the improvements we’ve made to services based on what you have told us. It also lets you know how we perform when handling your complaints. Click to read the full report.
Find out more about reporting performance failures.