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

May 2024

Satisfaction measured

Target

June 2024 score

Overall satisfaction

Number of surveys sent

Response rate

85%

94%

2,381

27%

Repairs satisfaction

Number of surveys sent

Response rate

98%

98%

672

20%

Complaint satisfaction

Number of surveys sent

Response rate

90%

76%

23

47%

ASB satisfaction score

Number of surveys sent

Response rate: 37%

95%

100%

2

50%

Repairs appointments kept on time

98%

98%

Internal painting completed

99?%

External painting completed

96%

Garden inspections within 5 days

100%

83%

Communal area inspections

100%

100%

Play area inspections

100%

100%

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%

Number of Stage 1 complaints received

Number of Stage 2 complaints received

31 (28 in May 2024)

3 (3 in May 2024)

Calls dealt at first point of contact

95%

100%

Number of calls to the contact centre

4,724

Visit to new customers within 6 weeks

80%

79%

Customer Network members

334

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