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Our Performance

The measures below demonstrate how we have performed against our six Our Direction OD3 priorities.

KPI

Complaints

Customer complaint levels

We try to provide the best possible service at all times, but sometimes we appreciate things go wrong. We monitor our complaints levels carefully to make sure we're always improving our services.

Performance

55

Target

40

Trend

KPI

Compliments

Customer Compliments

The number of compliments received this month.

Performance

37

Target

-

Trend

KPI

Customer Satisfaction

The % of customers who said they were satisfied with our services in a recent survey.

Performance

81.73%

Target

88%

Trend

KPI

Tenancy Sustainability

The % of customers who have successfully maintained their tenancy this month

Performance

98.95%

Target

98.83%

Trend

KPI

Income Recovery

Rental income collected this month

Including arrears brought forward from previous years

Performance

£1,068,103

Target

£1,098,369

Trend

KPI

Liquidity

How far into the future we have funds available to fund all revenue and capital expenditure.

Performance

30 months

Target

24 months

KPI

Loan Covenant Compliance (Interest cover)

A measure of the level of surplus we generate against our interest payments.

Performance

124.53%

Target

115%

KPI

Loan Covenant Compliance (Net debt per unit)

The amount of debt against the number of properties we own.

Performance

£18,944

Target

£24,000

KPI

Loan Covenant Compliance (OSUK)

The level of on lending by Halton Housing to OSUK.

Performance

£26.54m

Target

£31m

KPI

New Homes Delivered

Net new homes generating income for Halton Housing.

Performance

1

Target

18

KPI

Pipeline of New Homes Secured

Future new build homes

The number of homes we have either secured planning to build or are in the process of securing planning.

Performance

85

Target

85

KPI

OSUK (Return on Investment)

The return on investment to Halton Housing from OSUK.

Performance

5.28%

Target

5.2%

KPI

Number of Unsold Homes

New homes built by Halton Housing that have not yet been sold during this month.

Performance

2

Target

-

KPI

Colleague Retention

The % of employees we have retained during this month.

Performance

99.39%

Target

98.33%

Trend

KPI

Colleague Satisfaction

The % of employees who would recommend Halton Housing as an employer.

Performance

63.64%

Target

85%

Trend

KPI

Colleague Sickness Absence

The number of working days we have lost due to employe sickness during this month.

Performance

0.96 days

Target

1.08 days

Trend

KPI

Repairs Completed Right First Time

The % of repairs which have been completed by Halton Housing during our first attempt.

Performance

83.05%

Target

86%

Trend

Latest News

Stay up to date with all the latest Halton Housing news here

Read More News
halton housing has published its gender pay gap review for 2019
Halton News

Halton Housing publishes 2019 Gender Pay Gap ...

4th November 2019

Halton Housing has today published its gender pay gap report for 2019, for the second year, in line with the government’s Gender Pay Gap regulations introduced in April 2017.  In 2019, Halton Housing maintained its positive gender pay gap report with female employees receiving on an average (mean) salary 1% more than male counterparts and the overall median salary showing 12% in favour of female employees in comparison […]

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Halton Lodge new play area opening with halton housing and partners
Halton News

Community comes together to open new play par...

1st November 2019

A newly renovated play park has been unveiled in Halton Lodge, Runcorn.   The upgrade is thanks to significant investment from Halton Housing, funding from the Environmental Fund and from Halton Borough Council’s Area Forum fund with support from the Area Forum 5 Councillors; Kath Loftus, Alan Lowe, Dave Thompson, Chris Loftus and Geoffrey Logan. Earlier this year, […]

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Halton Housing supporting Cheshire Police on there Operation Treacle
Halton News

Supporting Cheshire Police during Halloween a...

23rd October 2019

Halton Housing is pleased to be supporting Cheshire Police’s Operation Treacle.   The operation has been launched in a bid to tackle anti-social behaviour during Halloween and the Bonfire Night period.  Staff from Halton Housing’s Anti-social Behaviour and Tenancy Enforcement teams will be taking part in the multi-agency operation with officers from Cheshire Police, staff […]

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halton housing customer engagement team with Laura Bevan from Fortuna Femail Society
Halton News

Funding support for popular Halton women’s ...

18th October 2019

A Widnes based community group for women has received funding from Halton Housing to support its annual event. Fortuna Female Society aims to support and empower the women of Halton while championing their rights. The society runs regular activities and events, enabling women to increase their confidence and giving them the opportunity to get involved […]

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Halton Housing is supporting Get Online Week
Halton News

Halton Housing supporting Get Online Week 201...

11th October 2019

As an organisation leading the way with our Digital First programme, we’re proud to be supporting Get Online Week – an initiative led by Good Things Foundation, aimed at increasing people’s confidence using computers and the internet.  The annual campaign, which this year runs from 14 to 20 October, inspires organisations like Halton Housing to make sure that everyone can […]

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Welfare Benefit Money Advice Team
Uncategorized

Blog: Customer Service through Customers̵...

10th October 2019

Customeyes: Becoming a customer experience-led organisation​   National Customer Service Week is the perfect opportunity to shout about Customeyes, our sector-leading customer experience programme. Customeyes helps us to know our customers better, and turning their feedback into action, by delivering easy, intuitive and personalised services. It also makes good business sense, as it means we are delivering services that our customers value, […]

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