accord_ar_2020_FINAL - Page 13

Annual Report 2020 | 11
Average Rent
£ 100 90 80 70 60 50 40 30 20 10 0
£ 94.88 £ 94.49
£ 90.64 £ 88.56
£ 85.32
Bromford BCHG Midland Heart Accord WHG
Satisfaction
72 % 64 % 84 % 74 %
Repair satisfaction
Right first time satisfaction
Customers who feel Accord has provided them with a quality home
Customers who feel valued as a customer
Complaints : 694 Compliments : 124
CP12 Repair Response Time
Lettings
Target Actual
227
Empty homes at end of March 2019
Attended to all emergency calls on average within 1 hour 44 minutes
Completed all non-emergency responsive repairs on average within 12.18 days
23.51
Average time in days taken to re-let
Re-let empty homes : 11.73 %