We focus on customer experience and aim to provide the highest standards of service and accommodation possible. Our mission, ‘great people, providing great homes and great customer experiences across our rural communities’, underpins the things we measure and the targets we set.
Broadacres is regulated and graded by the Regulator for Social Housing (RSH), who promote a viable, efficient and well-governed social housing sector, able to deliver and maintain homes of appropriate quality that meet a range of needs.
Our current governance rating is G2 and our current financial viability rating is V2.
We also work with involved customers to understand what is important to them, and we offer a ‘Customer Promise’ and ‘Neighbourhood Offer’ to keep customers informed about how we are performing. Below are their key targets.
Our current performance
Satisfaction measured |
Target |
November 2024 score |
Overall satisfactionNumber of surveys sentResponse rate |
85% |
96% (no change)2,695 (- 240)28% (no change) |
Repairs satisfactionNumber of surveys sentResponse rate |
98% |
98% (no change)925 (+ 197)19% (no change) |
Complaint satisfactionNumber of surveys sentResponse rate |
90% |
76% (- 6%)35 (+ 11)49% (- 35%) |
ASB satisfaction scoreNumber of surveys sentResponse rate: 37% |
95% |
82% (- 6%)31 (+ 9)61% (- 21%) |
Repairs appointments kept on time |
98% |
99% (no change) |
Estate inspections completed |
67% (- 1%) |
|
Internal painting completed |
98% (no change) |
|
External painting completed |
95% (no change) |
|
Garden inspections within 5 days |
100% |
84% (+ 1%) |
Communal area inspections |
100% |
80% (+ 22%) |
Play area inspections |
100% |
100% (no change) |
Fire alarm inspections |
100% |
100% (no change) |
Annual fire risk assessment |
100% |
100% (no change) |
Emergency lighting inspections |
100% |
99% (no change) |
Electrical communal checks |
100% |
100% (no change) |
Communal fire doors inspected |
100% |
100% (no change) |
Number of Stage 1 complaints received |
33 (no change) |
|
Number of Stage 2 complaints received |
3 (+ 3) |
|
Calls dealt at first point of contact |
95% |
91% (- 9%)*Up to 25th November due to a change in internal system |
Number of calls to the contact centre |
4,580 (- 473) |
|
Visit to new customers within 6 weeks |
80% |
80% (+ 1%) |
Customer Network members |
329 (no change) |
