How are we doing?
We want to ensure we deliver quality services to our customers, to support this we track our performance on a monthly basis across a number of key metrics, which we compare against our own targets and our peers.
Performance is continually reviewed and when needed action is taken for improvement.
LHP has in place a robust building compliance regime, which is monitored and scrutinised regularly at all levels of the organisation.
By 2027 we aim to have achieved upper quartile service delivery.
Our Performance
| Dec 22 | Jan 23 | Feb 23 | LHP Target | Latest Sector Average | |
|---|---|---|---|---|---|
| Percentage of homes with a valid gas safety certificate (%) | 99.74% | 99.75% | 99.85% | 100% | 99.97% |
| Percentage of domestic properties with EICR certificates up to five years old (%) | 99.96% | 99.94% | 99.93% | 100% | 98.12% |
| Percentage of emergency repairs completed in time (%) | 96.8% | 96% | 96% | 99.6% | Not Measured |
| Percentage of repairs completed at first visit (%) | 89.05% | 86.57% | 80.88% | 93.8% | Not Measured |
| Current tenant arrears at the end of the month (%) | 4.12% | 4.51% | 4.85% | 3.64% | Not Measured |
| Percentage of properties vacant but available to let at the end of the month (%) | 0.84% | 0.93% | 0.99% | 0.86% | 0.65% |
| Formal complaints received (per 1,000 properties) | 2.97 | 4.32 | 3.14 | Not targeted | 3.83 |
| Percentage of complaints resolved within timescale in month (%) | 86.21% | 90.48% | 96.08 | 95% | 83% |
Customer First
One of our core values is “Customer First”. This means we put customers at the heart of our decision making and develop homes and services which are built around your needs. We have established a Customer Scrutiny Panel and several Key Service Improvement Panels, which review and make recommendations as to how LHP can improve its service putting the customer at the heart of our decision making, ensuring we listen, act and learn, a core value to us at LHP.
We also regularly seek feedback on the delivery of our services to you through survey, and by April 2027 we aim to have gained top quartile customer satisfaction.
Voice of the customer - What we were told after the latest service experience by our customers
| Dec 22 | Jan 23 | Feb 23 | LHP Target | Latest Sector Average | |
|---|---|---|---|---|---|
| Customer Satisfaction with repairs in month (%) | 93% | 94.27% | 92.55% | 94% | 85.2% |
| Satisfaction with the allocations and lettings process | 89.66% | 100% | 96.3% | 97% | 96.05% |
| New tenant satisfaction with the overall condition of the property in relation to our lettings standard | 80% | 91.3% | 70.37% | 90% | Not measured |
| Customer satisfaction with complaint handling | 42.86% | 50% | 37.5% | 74.3% | 53.95% |
| Satisfaction with ASB case handling | 44.44% | 33.33% | 75% | 80% | 67.7% |
Get Involved
If you want to get involved in shaping the service delivery of LHP through any of the panels, take a look at the getting involved section of the website here.