Our Performance
Our Performance
Delivering continual improvement matters to us.
Here, you can find out how we are performing in terms of the delivery of our core services, including number of complaints logged, call answer rates and rent collection levels.
Please contact us via the 'Contact Us' section if you have any questions regarding the performance data, or if you have accessibility requirements and would like the information supplied in a different format or language.
Q3 2023/24
(Apr-Jun 24)
New Homes Provided
358
358
New homes into contract
216
New sales
completed
CustomerContact
4,579
4,579
Calls received
4,346
4,346
Calls answered
29%
29%
Resolved at
first contact
Answered in less than 60 seconds
44
seconds Average wait time
1,989
1,989
Customer Tickets Generated*
45 |
Webchats answered
2.2
2.2
minute average answer time for web chats
* incoming customer contact, usually by email
Complaints
30
30
Stage 1 complaints received
100%
100%
Stage 1 complaints acknowledged in timescale
90%
90%
Stage 1 complaints responded to in timescale
3
Stage 2 complaints received
100%
100%
Stage 2 complaints acknowledged in timescale
100%
100%
Stage 2 complaints responded to in timescale
12
12
Complaints upheld
2
2
Generated Complaints to Housing Ombudsman
Customer satisfaction
4.4
star
Average Trustpilot score
in the quarter
4.5
star
Trustpilot score at the
end of the quarter
Looking after our homes
100%
100%
of property units with up to date Fire Risk Assessment check (Freehold)
90.3%
90.3%
of property units with up to date Fire Risk Assessment check (Leasehold)
80.89%
80.89%
Managing Agent performance
0
0
Fire Risk Assessment – high risk remedial actions outstanding beyond 3 months (Freehold)
0
0
Health and Safety – high risk remedial actions outstanding beyond 3 months (Freehold)
Customer Feedback, Complaints and Service Improvements
Quarter 3: April to June 2024
As our Customer Feedback and Complaints Policy says, it’s important to us to know what our customers think. If we’ve got something wrong, we want to know, and do what we can to put it right. When things have gone well, we’re equally keen to hear positive feedback. In both cases, we will share this with colleagues and managers, and learn and improve our services.
Heylo welcomes feedback in the form of both complaints and compliments as a means of improving services, developing staff decision-making and customer engagement, giving senior staff an insight into front-line operations, and improving our landlord and resident relationship.
4,579
Calls to contact centre
45
Web chats
1,297
Direct Calls
1,989
CRM Contacts
28
TrustPilot Reviews
View our previous performance results
What our customers are telling us
2023/2024
The Tenant Satisfaction Measures are a new set of measures introduced by the Regulator of Social Housing to ask customers how they feel about the services that we provide.
The measures focus on five key themes: Keeping properties in good repair; Maintaining building safety; Effective handling of complaints; Respectful and helpful engagement; Responsible neighbourhood management.
We sent out online surveys in November last year and then again in February of this year, to seek the views of our customers. In future, we will continue to offer online surveys, but will also be looking at alternative ways of seeking answers to these specific questions, including calling customers.
The results below show our performance for 2023/24 and will be reported to the Regulator. Over the course of the coming months, we expect all providers to report their data, and for the Regulator to publish sector comparisons.
We are committed to sharing these results on a regular basis with our customers, colleagues, Board, Regulator, and our stakeholders. This web page will be updated when new data is available.
Summary results
| Very satisfied or satisfied | Neither satisfied nor dissatisfied | Dissatisfied or very dissatisfied |
Satisfied with the services provided by Heylo | 53% | 25% | 21% |
Satisfied that Heylo provides a home that is safe | 71% | 18% | 11% |
Satisfied that Heylo listens to your views and acts upon them | 39% | 32% | 28% |
Satisfied that Heylo keeps you informed about things that matter to you | 40% | 30% | 23% |
Heylo treats me fairly and with respect | 49% | 36% | 15% |
Satisfied with Heylo’s approach to complaints handling | 15% | 13% | 70% |
Satisfied that Heylo keeps communal areas clean and well maintained | 33% | 10% | 55% |
Satisfied with Heylo’s approach to handling anti-social behaviour | 20% | 59% | 21% |
Satisfied that Heylo makes a positive contribution to the neighbourhood | 31% | 46% | 24% |
