Our performance

How we’re doing

Our performance figures and annual reports

Our Annual Reports show you how we’re performing and delivering value for money. View the reports online or download. If you require any of these reports in another language, please email: customer@mytht.co.uk.

October 2020 performance

Customers are at the heart of everything we do and we are continually striving to improve our service and performance for every one of our customers.

If you would like more information about our performance please click the '?' symbol in the top right corner of each tile.

The 'Thumb' symbols on each tile indicate whether we are performing well against our targets.

Unless otherwise stated, all of the figures below represent the period from April 2020 to October 2020.

Customer satisfaction


Overall Customer Satisfaction

Average satisfaction scores across THT’s range of services increased very slightly since last month. This is above our target of 90%.


Satisfaction with Repairs

Over 99% people we asked were satisfied with their repair. This is above the target of 95%.


Satisfaction with New Home

Restrictions have meant that we have only recently been able to start selling houses again. 3 out of the 4 people we asked were satisfied with their new home, meaning we need to improve to meet our target of 95%.


Satisfaction with how THT dealt with Antisocial Behaviour

Satisfaction with THT’s handling of ASB cases stayed the same as September at 84.0%, which is above the target of 80%.


Ease of Dealing with THT

This score indicates how easy it is for customers to get what they want from THT. 94.3% is a slight improvement since last month and above our target of 90%.

Our properties


Empty properties, available to let

THT was able to relet 45 empty properties to our customers in October. We have slightly fewer empty properties than last month, but are still working to get below our target of 50.


New properties built for our customers

Due to the restrictions in place to help combat COVID, Laurus have not been able to build as many homes as planned this year, with 7 built so far. 4 of these new houses were built in October.


% of repairs completed at first visit

85% of our repairs this year were completed on the first visit, a slight decrease from the previous month and also below our target of 90%. THT's repairs offer continues to be affected by COVID restrictions.


Gas Safety Certificates checked and in-date

9 of THT’s 7,333 relevant properties don’t have a current Gas Safety Certificate. We are working with these customers to gain access to complete this.

Customer service


Formal complaints from our customers

So far this year, we have received 124 formal complaints. This is 47% less than the same period last year. Most of our complaints related to problems with Gas Repairs.


Complaints resolved in target time (10 days)

Performance this year has been much better than last year, but there is still work to do to meet our 90% target.


Calls to our Customer Hub answered

5% of calls were abandoned in the year to October. This means we are performing exactly at our target of answering 95% of all calls.

Social impact


Grant funding committed to local projects

Our Social Investment Team has committed £759k of grant funding to local community projects so far this year. This included emergency COVID relief funds and mental health support.


Customers helped with debt / benefit advice

THT’s Customer Support Team helped 647 customers with debt relief and welfare advice this financial year. This is less than we had supported by October 2019.


Financial Outcomes from Customer Support

The financial outcomes generated are lower than last year, due to reduced customer numbers. However the financial support for each customer has increased by over £400.

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