The following table shows our performance against our targets for service delivery to our customers.
| General Needs empty properties relet time | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 20 days | 25 days | 20 days | 23 days | 17 days |
| Emergency Repairs Completed On Time | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 98% | 98% | 96% | 98% | 100% |
| Emergency Repairs target days | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 1 day | 1 day | 1 day | 1 day | 1 day |
| Urgent Repairs completed in target | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 95% | 94% | 93% | 93% | 98.94% |
| Urgent Repairs target days | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 5 days | 5 days | 5 days | 5 days | 5 days |
| Routine repairs completed in target | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 98% | 95% | 96% | 96% | 98.18% |
| Routine repairs target days | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 20 days | 20 days | 20 days | 20 days | 20 days |
| Appointments made that were kept | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 99% | 97% | 99.5% | 99% | |
| Gas servicing | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 100% | 99.82% | 99.53% | 99.78% | 99.60% |
| Repairs Satisfaction | ||||
| Were repairs staff polite and courteous? | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 95% | 97% | 98% | 94% | 96.63% |
| Did repairs staff off you an appointment? | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 90% | 85% | 88% | 80% | 87.64% |
| Did the contractor arrive on time? | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 95% | 87% | 93% | 87% | 89.77% |
| Was the contractor courteous? | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 95% | 88% | 98% | 89% | 88.24% |
| Did the contractor complete the work? | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 95% | 87% | 93% | 84% | 94.19% |
| Was the work completed satisfactorily? | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 90% | 88% | 94% | 87% | 94.19% |
| Customer care | ||||
| Calls answered within 5 rings | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 100% | 100% | 100% | 100% | 100% |
| Compliance to corporate greeting | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 100% | 100% | 100% | 100% | 100% |
| Supported Housing | ||||
| Service Availability | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 97% | 99.17% | 100% | 100% | 99.28% |
| Service Utilisation | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 90% | 86.28% | 91.62% | 95.22% | 90.33% |
| Support Hours Worked | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 95% | 103.62% | 96.5% | 97.77% | 98.44% |
| Throughput | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 92% | 123.37% | 114.25% | 116.22% | 117.88% |
| Planned departures | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 90% | 80% | 83% | 80.50% | 86.50% |
| Living independently | ||||
| Target | Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| 100% | 96.50% | 99.50% | 100% | 100% |