We focus on customer experience and aim to provide the highest standards of service and accommodation possible. Our mission, ‘great people, providing great homes and great customer experiences across our rural communities’, underpins the things we measure and the targets we set.

Broadacres is regulated and graded by the Regulator for Social Housing (RSH), who promote a viable, efficient and well-governed social housing sector, able to deliver and maintain homes of appropriate quality that meet a range of needs.

Our current governance rating is G1 and our current financial viability rating is V2.

We also work with involved customers to understand what is important to them, and we offer a ‘Customer Promise’ and ‘Neighbourhood Offer’ to keep customers informed about how we are performing. Below are their key targets.

Our current performance

April 2024

Satisfaction measured

Target

April 2023 score

Overall satisfaction
Number of surveys sent
85%
2,694
94%
Response rate: 25%
Repairs satisfaction
Number of surveys sent
98%
836
100%
Response rate: 15%
Complaint satisfaction
Number of surveys sent
90%
45
82%
Response rate: 15.43%
ASB satisfaction score
Number of surveys sent
95%
13
90%
Response rate: 31%
Repairs appointments kept on time
98%
97%
Internal painting completed
96%
External painting completed
95%
Garden inspections within 5 days
100%
80%
Communal area inspections
100%
96%
Play area inspections
100%
80%
Fire alarm inspections
100%
97%
Annual fire risk assessment
100%
100%
Emergency lighting inspections
100%
99%
Electrical communal checks
100%
100%
Communal fire doors inspected
100%
100%
Complaints resolved at 1st stage
Number of complaints received
Number of complaints closed
100%
28
3
100%
Calls dealt at first point of contact
95%
98%
Number of calls to the contact centre
5,587
Visit to new customers within 6 weeks
80%
79%
Customer Network members
356
Customers who have given feedback on key strategies and decisions, either face to face or online.
513