Performance

We aim to deliver excellent services for all of our customers – and we set targets to measure how we’re doing.

These performance measures help us achieve great results for our tenants, communities and our business.

We record key business performance figures. We let customers know how Wheatley Homes East performs as a business each year in our Report to Tenants.

These figures are also reported to the Scottish Housing Regulator. You can find out more about the results we report to the Regulator in the Annual Return on the Charter. You can also find information on reporting performance failures here.

You can also find performance reports within the Board report section of this website.

Our recent Tenant Update features some headline 2022/23 performance figures and local Customer Voice performance panels are providing a chance to discuss how we're doing.

Another way we judge our performance is through our awards and accreditations.

The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.

Key performance measures

202/23
Value

2022/23 (Year end) Value

2022/23 Target

Average time for a full response to Stage 1 and 2 complaints (days)

5.83

5.29

6

Reactive repairs completed right first time

94.14%

94.59%

95%

Average time taken to complete emergency repairs (hours)

3.40

3.13

3

Percentage of tenants satisfied with repairs or maintenance carried out in last 12 months

86.44%

91.24%

89%

Anti-social behaviour cases reported in the last year which were resolved

100%

100%

98%

New tenancies sustained for more than a year

93.18%

91.23%

90%

Gross rent arrears as a % of rent due

4.16%

4.63%

4.66%

Rent due lost through properties being empty

0.49%

1.03%

0.6%