How we’re performing

Currently, 74% of our tenants are satisfied with the overall services we offer. This is a 6% increase since the last quarter.

We’re pleased that 80% of our tenants report feeling safe and secure in their homes. This is a 6% decrease compared to the previous quarter, however, those satisfied with our approach to ASB has risen from 63% to 72%.

88% feel like their neighbourhood is a great place to live. This is an 8% increase compared to the previous quarter. We’re proud to contribute to vibrant communities and want to explore how we can make them even better.

78% of our customers are happy with the quality of their home (up from 70% in the final quarter of last year). We’re committed to continuous improvement and want to understand what “quality” truly means to our tenants.

Llanw, our repairs and maintenance team completed thousands of repairs this quarter. 2,104 repair appointments were lost due to no access in this quarter, but our repairs hub are now making around 500 proactive calls monthly to confirm/update appointments.

92.5% of repairs were completed on the first visit. 93.39% of emergency repairs were completed within 24 hours (most of the incomplete works are due to no access).

95% of tenants were satisfied with the repair work carried out. This is a 3% increase since the previous quarter. We want to learn from the remaining 5% to find out how we can deliver an even better service, through our “Feedback Fridays” initiative.

We’ve conducted 863 damp, mould and condensation inspections since the start of the financial year. Proactive measures are key to ensuring healthy homes that stay warm and dry.

We completed 201 Electrical Installation Condition Reports last quarter. This is a formal document that assesses the safety of a home’s electrical systems, including wiring, sockets, and fuse boxes. This brings our total number of EICRs completed since the start of the financial year to 658.

We’ve completed 5411 gas services in our homes since the start of the financial year, to minimise the risk of carbon monoxide poisoning and keep our customers safe. We’re now 98.4% compliant.

By the end of quarter three, the number of whole home surveys we’ve completed has reached 2208. This helps us understand how homes are operating and where money is being wasted, helping us to plan improvements to our homes.

WHQS compliance has declined to 34% at the end of Q3 due to new requirements. Ensuring our homes are safe, warm and dry is our top priority, so we’re committed to increasing our compliance.

We housed 51 people from Bridgend Council’s housing list in quarter 3, helping more people to put down roots and build a life in Bridgend.

In quarter 3 47 new homes were handed over . We currently have 123 homes under construction and 495 secured building plots in the pipeline.

We’ve been awarded £249,950 for the regeneration of Blackmill woods , which will include a restored public pathway running through the woods, a new nature trail with community seating, and a tree nursery to preserve local seeds.

We collected 104 tonnes of waste in quarter 3, contributing to a cleaner and safer community. We also invited customers to attend our estate clean ups to involve them in our efforts to clean up our streets!