Performance

At GCH we have set targets to monitor how we perform in all key service areas. We compare ourselves with other similar organisations, to ensure that we provide our customers with a high quality service.

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Complaints responded to in *Quarter 4 (target for this is 100%)

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Calls answered within timescale *Quarter 4 (target for this is 95%)

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Satisfied with repairs service *Quarter 4 (target for this is 90%)

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Repairs completed at first visit *Quarter 4 (target for this is 90%)

Read our Annual Report

Read our Tenant Promises

Our Tenant Panel review and challenge performance, give feedback and shape policies that benefit our tenants and residents.

If you want to be part of the Tenant Panel and make your voice heard, simply complete the form by using the link below

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Tenant Panel Performance Report

These reports are shown at each Tenant Panel meeting and are updated monthly.

Board Key Performance Indicator Reports

Please click on the links below:

Q1 – 2020/21 | Q2 – 2020/2021 | Q3 – 2020/2021 | Q4 – 2020/2021 | Q1 – 2021/2022 | Q2 – 2021/2022 | Q3 – 2021/2022

Published Accounts

Please click on the links below:

2019 – 2020 | 2020 – 2021

Environmental, Social and Governance Report

Please click on the links below:

2020 – 2021

Value for Money Statement

Please click on the links below:

2020 – 2021

Complaints

Complaints received in 2021/2022

Complaints upheld in 2021/2022

Poor communications

Promises not kept

Lack of service

Slow service

Poor response

Poor service

Lack of communication

Staff attitude

You said... We did!

Click on the ‘You said…’ boxes below to see what we did in response to your complaints.

You said...

You were unhappy with the lack of communication from some contractors and the fact you could not identify them.

We did...

We have standardised the process contractors must follow and work with them to ensure: letter drops to tenants are completed in the agreed timescale; ID badges are worn by contractors at all times.

You said...

You were unhappy with the level of noise from one of our contractors and there were no working barriers in place/no warning signs around the area.

We did...

We take the Health and Safety of our tenants very seriously and we ensured that this contractor will no longer be supporting GCH work in the future.

You said...

Sourcing and installing replacement doors took contractors too long.

We did...

We now monitor turnaround times as part of our key performance indicators and it is a standing agenda item at the monthly surveyor/contractor meetings .

You said...

You found rent statements misleading as they may not include housing benefits, Direct Debits or payments which are in process.

We did...

We have amended the rent statement to clearly show the "balance as at" date (and state it in two places) and ensure the statements are produced as quickly as possible once the data is available.

You said...

You felt engineers attitudes didn’t always meet GCH customer-service standards, they didn't always attend booked appointments/gave late notice if not attending and they sometimes didn't have the required parts available owing to a shortfall in communication between them and the office.

We did...

- We ran team briefing sessions for all engineers reminding them of our telephone policy, the importance of body language and the GCH customer-service requirements.
- We removed an engineer from the call out rota and his performance was closely monitored/managed to ensure GCH customer-service standards were achieved.
- We improved the way diaries and timescales are managed and the amount of information provided. Teams are regularly reminded of the need to keep customers aware of potential hold-ups and liaise to "keep them in the loop" as much as possible.

Performance

Read our Annual Report

Read our Tenant Promises

Our Tenant Panel review and challenge performance, give feedback and shape policies that benefit our tenants and residents.

Complaints

You said... We did!

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