How are we performing?
Welcome to our latest report, which shows how we are performing. The figures in this report cover the three months between July to September 2024.
Maintenance
Our Group maintenance company Cambria Maintenance Services complete three out of four of the day-to-day repairs on residents’ homes. However, some of the more specialist work is carried out by external contractors. This work is often more complicated and can take longer.
Cambria Maintenance Services
8775
total number of repairs completed
13.5
average number of days taken to complete repairs
99%
appointments kept
71%
repairs fixed first time
External contractors
2057
number of repairs completed
23
average number of days taken to complete repairs
Electrical repairs took 12 days (average)
Heating repairs took 8 days (average)
Making our homes more energy efficient
We are working on five projects to retrofit some of our homes across Wales with energy-efficiency technologies, ranging from external wall insulation (EWI), photovoltaic (PV solar) panels, new windows and doors and heating systems.
We completed 35 homes.
Work is also underway at 127 homes.
These projects are part funded through the Welsh Government’s Optimised Retrofit Programme.
Planned works
Completed over the three-month period.
101
kitchens
30
bathrooms
16
front doors
10
back doors
2
communal doors
137
windows
Rents
94%
of residents are paying on time as arranged with their Housing Officer
1.23%
(on average) of tenancies currently in rent arrears
6,744
residents using Direct Debit to pay their rent
74
residents are in a high level of rent arrears
Lettings
246
homes let
49
average number of days to relet a home
45%
of properties were let to homeless households
Keeping you safe in your home
To keep residents safe, we carry out regular, thorough checks and services of the main systems in our homes and schemes in line with our legal responsibilities.
9,830
homes have had an annual gas safety check. This means we are 99.9% compliant.
11,649
homes have a valid electrical safety certificate. We are 99.67% compliant.
719
buildings have a fire risk assessment completed. We are 100% compliant.
79
schemes are checked for water safety every month. We are 100% compliant.
168
areas in schemes containing asbestos materials are checked every year. We are 100% compliant.
72
passenger lifts are inspected for safety every 6 months. We are 100% compliant.
Satisfaction
Scores given on a scale of 0-10 where 0 is bad and 10 is excellent.
8.6
new resident satisfaction with lettings
9.4
repairs completed by Cambria
9.1
repairs completed by external contractors
9.3
new homes
26 complaints were made during this period
New homes
51
new homes completed
478
new homes currently under construction
Of those homes under construction:
181
are being built in North Wales
201
are being built in South Wales
96
are being built in West Wales
419
are for social rent
51
are for Low Cost Home Ownership
8
are being sold through Own Home Cymru
How we run our business
On average we received 193 calls per day about repairs and heating and 134 calls per day to our Housing Support Team.
The average waiting time for residents calling was 31 seconds for our Repairs Team and 54 seconds for our Housing Support Team
9am-10am
was the busiest time to call our Repairs Team
11am-12pm
was the busiest time to call our Housing Support Team