Our performance

We monitor NCHA’s services and ask our customers to tell us how satisfied they are with us.

We also share ideas and best practice with other housing associations, and learn from their experiences.

How are we doing?

We believe it is important our customers and stakeholders know how we are performing. The table below sets out our recent performance on complaints. 

Complaints Quarter 2
2020-21
Quarter 3
2020-21
Quarter 4
2020-21
Quarter 1
2021-22

Quarter 2
2021-22

Number of complaints we received 162 193 157 150 176
Subject of complaints:          
+ Colleague conduct 27 23 20 19 20
+ Service delivery 127 165 130 122 120
+ Policy 5 3 4 8 35
+ Other 3 2 3 1 1
Average number of days to close a complaint 13.4 15.3 14.2 13.9 15.8
Customer satisfaction with how complaints were handled 88% 94% 91% 89% 92%