Performance Reports | Brunelcare

At Brunelcare, we are always looking for ways to improve our services.

Performance management is an integral part of Brunelcare’s overall operation and allows efficient planning, monitoring, and management of service delivery. This allows the Charity to ensure it meets, and is on track to meet, agreed Annual Business Plan targets in support of the Charity’s strategic aims and ultimately improve services provided to our customers. Please follow the links below to our most recent customer performance reports.

2023-24 Performance Overview

Tenant Satisfaction Measure	2023-24 performance
Building safety
Proportion of homes for which all required gas safety checks have been carried out	100%
Proportion of homes for which all required fire risk assessments have been carried out	100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	100%
Proportion of homes for which all required legionella risk assessments have been carried out	100%
Proportion of homes for which all required communal passenger lift safety checks have been carried out	100%
Anti-Social Behaviour
Number of anti-social behaviour cases opened per 1000 homes	86.1
Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes	0.8
DHS and Repairs
Proportion of homes that do not meet the Decent Homes Standard	4.1%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	90.5%
Proportion of emergency responsive repairs completed within the landlord’s target timescale	71.4%
Complaints
Number of Stage 1 complaints received per 1000 homes	50
Number of Stage 2 complaints received per 1000 homes	9.4
Proportion of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	79.3%
Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	54.6%

As part of our performance monitoring, we report annually against the Tenant Satisfaction Measures. In addition to the ten measures generated from management information, we also collect and publish additional performance measures through our Customer Satisfaction Survey.

The measures taken from our Customer Satisfaction Survey can be found here.