Insights by Newport City Homes

Customers

Our first priority is to put our customers at the centre of everything we do
Customer satisfaction:

Customer satisfaction has remained steady over the last three years.

Occupancy level:

The number of empty homes has reduced during the latter part of the quarter.

Cost of living crisis:

Rising process causing significant problems for customers and communities.

Quality, safe and environmentally friendly homes

82.7 %
Percentage of social tenure customers surveyed who were satisfied or very satisfied with the service for a reactive repair following completion of a reactive repair
Satisfaction with this repair
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99.88 %
Number of inspections and safety checks up to date for landlord health & safety obligations at the end of the period as a percentage of all inspections and safety check required
% landlord health and safety inspections up to date
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371
Number of remedial actions outstanding and overdue for landlord health and safety obligations at period end
Landlord health and safety remedial actions overdue
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43 %
Number of social tenure dwellings with a SAP score below 69 as a percentage of all social tenure dwellings at quarter end
% dwellings below EPC C (SAP 69)
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A valued customer experience

74.1 %
Percentage of social tenure customers surveyed by STAR who were satisfied or very satisfied with NCH as a landlord
Satisfaction with NCH as a landlord
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97.1 %
% of social homes let
Occupancy level %
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97.82 %
Rent and service charges collected from current social renting customers as a percentage of rent and service charges due in the period
% rent collected (current tenants)
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63.6 %
Percentage of social tenure customers surveyed by STAR who agree or strongly agree with the statement "I trust NCH"
% Customers that trust NCH
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Supporting Our Customers

56.6 %
Percentage of social tenure customers surveyed by STAR who were satisfied or very satisfied that NCH listens to their needs and acts upon them
Satisfaction that NCH listens to customer needs and acts on them
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14.41 %
Webchats answered as a percentage of webchats and phone calls answered during period
% customer transactions online
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71.0 %
Percentage of social tenure customers surveyed by STAR who were satisfied or very satisfied that their rent provides value for money
Satisfaction that rent provides value for money
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Value for money – Operating Efficiencies Sector Average 2021/22 Q1 Q2 Q3 Q4 2022/23 full year
Headline social housing cost per unit (annualised) £4,023 £6,610 £6,820        
Rent collected 99.7% 99.50% 97.82%        
Overheads as a % of adjusted turnover 13.9% 27.5% 17%        
Value for money – Effective asset management Sector Average 2021/22 Q1 Q2 Q3 Q4 2022/23 full year
Return on capital employed (ROCE) in period 2.8% 2.1% 0.8%        
Occupancy 99.4% 97.57% 97.09%        
Ratio of responsive repairs to planned maintenance 0.71 0.79 0.46        
Key Budget Information: Homes & Communities Actual £000 Budget £000 Variance £000 2022/23 Forecast 2022/23 Budget £000
Income  
Property Rental Income (net) 11,117 11,069 48 46,075 46,115
Expenditure  
Housing Management 1,125 1,234 109 4,902 4,978
Key Budget Information: Customer Actual £000 Budget £000 Variance £000 2022/23 Forecast 2022/23 Budget £000
Revenue Expenditure  
Maintenance Services 3,169 3,155 (14) 11,854 12,093
Cyclical Services 851 896 45 3,706 3,775
Planned Maintenance 1,083 919 (164) 4,646 4,324
Asset Management 93 156 63 505 567
Capital Expenditure  
WHQS 1,218 1,440 222 5,185 3,535
Health and Safety works 679 1,873 1,194 3,259 4,876
Capitalised salaries 163 167 4 667 667