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
March 2024
Your overall satisfaction: Target – 85% March 2024 – 96%
Number of surveys sent: 2,170 – Response rate: 27%
Repairs satisfaction score: Target – 98% March 2024 – 98%
Repairs surveys sent: 956 – Response rate: 27%
Complaint satisfaction score: Target – 90% March 2024 – 82%
Complaint surveys sent: 44 – Response rate: 14.2%
ASB satisfaction score: Target – 80% March 2024 – 90%
ASB surveys sent: 8 – Response rate: 25%
Re-let satisfaction score: Target – 95% March 2024 – 90%
Re-let surveys sent: 12 – Response rate: 25%
Repairs:
Repair appointments kept on time: Target – 98% March 2024 – 97%
Internal painting completed: 96% (18% more than last month)
External painting completed: 95% (4% more than last month)
Looking after your area:
Garden inspections within 5 days: Target – 90% March 2024 – 81%
Communal area inspections: Target – 100% March 2024 – 77%
Play area inspections: Target – 100% March 2024 – 100%
Keeping you safe:
Fire alarm inspections: Target – 100% March 2024 – 100%
Annual fire risk assessment: Target – 100% March 2024 – 100%
Emergency lighting inspections: Target – 100% March 2024 – 100%
Electrical communal checks: Target – 100% March 2024 – 100%
Communal fire doors inspected: Target – 100% March 2024 – 100%
Dealing with complaints:
Complaints resolved at 1st stage: Target – 100% March 2024 – 83%
Number of complaints received: 25 (3 more than last month)
Number of complaints closed: 5
Contact Centre Calls:
Calls dealt at first point of contact: Target – 95% March 2024 – 97%
Number of calls to the contact centre:5,347
New Tenancy Visits:
Visit to customers within 6 weeks of move: Target – 80% March 2024 – 80%
Your involvement:
Customer network members: 362
Customers influencing decision making: 404 (These are customers who have decided to give feedback on key strategies and decisions, either face to face or online)
