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 1 2020-21 |
Quarter 2 2020-21 |
Quarter 3 2020-21 |
Quarter 4 2020-21 |
Quarter 1 |
| Number of complaints we received | 70* | 162 | 193 | 157 | 150 |
| Subject of complaints: | |||||
| + Colleague conduct | 23 | 27 | 23 | 20 | 19 |
| + Service delivery | 37 | 127 | 165 | 130 | 122 |
| + Policy | 2 | 5 | 3 | 4 | 8 |
| + Other | 8 | 3 | 2 | 3 | 1 |
| Average number of days to close a complaint | 12.1 | 13.4 | 15.3 | 14.2 | 13.9 |
| Customer satisfaction with how complaints were handled | 92% | 88% | 94% | 91% | 89% |
* In this period we experienced a reduced number of complaints because we were operating emergency service standards during the initial phase of our response to the coronavirus pandemic.
