North Devon Homes publishes 2023/24 performance report

Here at North Devon Homes we believe in being open and transparent in all that we do.

Some of the ways we do this include inviting our customers to help us in our decision making, sharing information, such as in our annual report, encouraging feedback from our residents and being clear about how we are performing in key areas.

We have recently published our end of year performance for 2023/2024.

These performance indicators are measured directly from the feedback we receive from our customers and help to show us where we are performing well and reaching our targets, and some areas that aren’t working as well and need further work.

Our performance from April 1, 2023 to March 31, 2024 showed that:

• We received 160 positive compliments from our customers, 70 more than in the 12-month period 2022/2023
• We received 114 complaints which were all responded to on time, which meant that we reached our 100% target
• 13 complaints were escalated for further review. 12 of these were responded to on time and one was posted a day late
• This gave us a 92% response rate, which was just below our 100% target
• 99% of emergency response repairs were completed on time, above our target of 95%
• 89% of non-emergency response repairs were completed on time, above our target of 85%
• 89% of customers were satisfied with the repairs service they received, above our target of 85%
• 552 out of 558 kitchen, bathroom and heating improvements were delivered in our customers’ homes, with six improvements being carried over into 2024/25.
• This was just 1% below our target of 100%
• 100% of properties had a valid gas safety certificate
• 88% of customers told us they were satisfied with the ease of getting through to us, above our target of 85%

These figures are vital in helping us to understand how we are performing for our customers and the areas we need to work on.

You will see we have set targets for each performance area, which have been mutually agreed by ourselves and our customers.

Whilst we are pleased and proud to have met many of our targets, we will not be complacent and we know that there is always room for improvement.

The figures also show us the areas where we are not reaching our targets consistently and that need further work.

These results directly feed into our board to help them set strategies and plans. We also use them in decision making so our customers’ feedback really is essential.

As a community landlord, we are committed to creating communities where people want to live. We do this by working with our customers, inviting them to be involved in decision making and regularly asking for customer feedback to help improve our services.

If you are a North Devon Homes customer who would like to be involved in helping shape the future of our services or if you would like to share your feedback with us, please contact us at this email address:

customercare@ndh-ltd.co.uk or if you would like to speak to someone you can call us on this phone number:  01271 312500.