Service standards

Standard 1: We keep our promises, respond in a timely way, and keep you updated throughout.

Measure

Criteria

Target

Upper

Lower

Upper

Lower

Upper

Lower

% of emergency repairs completed on time

99.99%

100%

99.5%

99.4%

89.0%

88.9%

0%

% of routine repairs completed on time

95.0%

100%

91.0%

90.0%

89.0%

88.9%

0%

Transactional repairs survey: % kept informed about follow-on works

70%

100%

70%

69.9%

60%

59.9%

0

% of Stage 1 complaints responded within timescales

92.0%

100%

90.0%

89.9%

80.0%

79.9%

0%

% of Stage 2 complaints responded within timescales

92.0%

100%

90.0%

89.9%

80.0%

79.9%

0%

TSM TP07 - Low-Cost Rental Satisfaction % customers are kept informed

77.3%

100%

77.3%

77.2%

72%

71.9%

0%

TSM TP07 - Low-Cost Home Ownership Satisfaction % customers are kept informed

63.8%

100%

63.8%

63.7%

55.8%

55.7%

0%

% of complaints with “Service Delivery Delays” sentiment

35%

0

35%

35.1%

40%

41.1%

100%

Standard 2: We treat you with respect, show empathy and adapt our approach to meet your needs.

TSM TP08 - Low-Cost Rental Satisfaction treated fairly and with respect

83.9%

100%

83.9%

83.8%

77.6%

77.5%

0%

TSM TP08 - Low-Cost Home Ownership treated fairly and with respect

67.8%

100%

67.8%

67.7%

60.0%

59.9%

0%

Low-Cost Rental Trust Score %

70%

100%

70%

69.9%

60.0%

59.9%

0%

Low-Cost Home Ownership Trust Score %

70%

100%

70%

69.9%

60.0%

59.9%

0%

Number of reasonable adjustments recorded

Monitored by continued increase in numbers every 6 months

Standard 3: We build and maintain good‑quality homes that are safe, efficient and affordable to live in

% of homes that are Decent Homes Standard compliant

99%

For information only

% of homes that are certified EPC C or higher

100% by 2030

For information only

% Gas LGSR’s within date

100%

100%

100%

N/A

N/A

99.99%

0%

% of Passenger Lifts with in date LOLER

100%

100%

97%

96.00%

90.00%

89.00%

0%

% of Domestic properties with an EICR within 5 years of last test

100%

100%

98%

97.90%

96.00%

95.90%

0%

% of properties with a Fire Risk Assessment in place

100%

100%

95%

94.9%

80%

79.9%

0.0%

% of Legionella Risk Assessment’s that are in date

100%

100%

90%

89.9%

80%

79.9%

0%

% of pre 2000 properties with an ACM management survey

100%

For information only

TSM TP04 - Low-Cost Rental Satisfaction home is well maintained

77.8%

100%

77.8%

77.7%

71.9%

71.8%

0%

Standard 4: We are responsive and fair in how we manage your charges.

Introduction / delivery of individual service charge information within MyAccount

Monitored by progress towards introduction of service charge information within MyAccount

Maximisation of customer income through FIO work

Monitored by report of work of FIO’s every 6 month

Monitored by report of work of FIO’s every 6 month

Total pre-tenancy affordability assessments completed by FIO’s

% of accounts in arrears with active arrangements

33.3%

100%

33.3%

33.2%

25%

24.9%

0%

Overall Current Tenant Gross Arrears

2.50%

0%

2.50%

2.51%

3.0%

3.01%

100%

Compliance with Rent Setting Audit

Minimum ‘substantial assurance’

Standard 5: We look after your neighbourhoods and manage our homes in a way that supports your wellbeing.

TSM TP11 - Low-Cost Rental Satisfaction with Westward’s contribution to the neighbourhood

71.7%

100%

71.7%

71.6%

64.6%

64.5%

0%

TSM TP11 - Low-Cost Home Ownership Satisfaction with neighbourhood

46.3%

100%

46.3%

46.2%

40.8%

40.7%

0%

Percentage of completed Scheme Inspections

95%

100%

95%

94.9%

85%

84.9%

0%

Completion of 2 x Priority Action Areas per year

Monitored by report of work on priority action areas every 6 month

Satisfaction with ASB management through transactional survey

67%

100%

67%

66.9%

60%

59.9%

0%

TSM TP12 - Low-Cost Rental Satisfaction with ASB handling

66.4%

100%

66.4%

66.3%

59.5%

59.4%

0%

TSM TP12 - Low-Cost Home Ownership Satisfaction with ASB handling

45.5%

100%

45.5%

45.4%

38%

37.9%

0%

Standard 6: We help you feel settled and confident in your home.

Average re-let times for voids (days)

24.0

0

24.0

24.01

30

30.01

100

Number of evictions

Monitored as a number every 6 months

TSM TP05 - Low-Cost Rental Satisfaction home is safe

82.9%

100%

82.9%

82.8%

77.6%

77.5%

0%

TSM TP05 - Low-Cost Home Ownership Satisfaction home is safe

78.1%

100%

78.1%

78.0%

72.5%

72.4%

0%

Satisfaction with Overall move in process in lettings transactional survey results

70%

100%

70%

69.9%

60%

59.9%

0%

Standard 7: We make it easy to access our services in a way that suits you.

Hub % of digital transactions

Monitored by growth of digital transactions within hub contact

Telephone Call overall satisfaction through transactional surveys

85%

100%

85%

84.9%

75%

74.9%

0%

Webchat overall satisfaction through transactional surveys

85%

100%

85%

84.9%

75%

74.9%

0%

Chatbot overall satisfaction through transactional surveys

50%

100%

50%

49.9%

40%

39.9%

0%

Percentage of repairs logged & appointed online

Monitored by continued increase in numbers every 6 months

% Emails responded to within 48 Hours

100%

100%

95%

94.9%

90%

89.9%

0%

Average Call Wait times

3m 30s

0s

3m 30s

3m 31s

4m

4m 30s

-

Longest Call Wait time

15m

0s

15m

15m 1s

20m

20m 1s

-

% Calls Abandoned

13%

0%

13%

13.1%

20%

20.1%

100%