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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

New homes into contract

Home Reach customers viewing homes

216

New sales
completed

Customer
​Contact

Heylo team answering customer calls

4,579

Calls received

4,346

Calls answered

29%

Resolved at
first contact

19%

Answered in less than 60 seconds

44

seconds average call wait time

1,989

Customer Tickets Generated*

45


Webchats answered

Heylo customer using webchat on their laptop

2.2

minute average answer time for web chats

incoming customer contact, usually by email

Complaints

Heylo team answering customer calls

30

Stage 1 complaints received

100%

Stage 1 complaints acknowledged in timescale

90%

Stage 1 complaints responded to in timescale

3

Stage 2 complaints received

100%

Stage 2 complaints acknowledged in timescale

100%

Stage 2 complaints responded to in timescale

12

Complaints upheld

Heylo customer using webchat on their laptop

2

Generated Complaints to Housing Ombudsman

Customer satisfaction

Heylo team answering customer calls

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%

of property units with up to date Fire Risk Assessment check (Freehold)

90.3%

of property units with up to date Fire Risk Assessment check (Leasehold)

80.89%

Managing Agent performance

0

Fire Risk Assessment – high risk remedial actions outstanding beyond 3 months (Freehold)

Heylo team answering customer calls

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, available to download 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.