How we're performing

Our service in numbers.

 

Being open is one of our values.

So we publish a range of information about how we're performing as a business.

If you're a B3Living customer, there is a dedicated section on our customer service standards and an annual report how we did against those standards.

overall customer satisfaction

0%

overall customer satisfaction
homes in our pipeline

0

homes in our pipeline
customers satisfied with their recent repair

0%

customers satisfied with their recent repair

 

 


 

Financial statements front cover - image of girl doing gardening

Financial statements

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Image of the front cover of the customer annual report. Image reads: "How did we do in 2020-21?"

Customer annual report

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Our performance in numbers


For more detail on how we're performing, see our key performance indicators below. We update this information every quarter.

 

  • Customers satisfied that we're easy to deal with = 85%
  • Customers satisfied that we listen and act on their views = 73%
  • Customers satisfied with their appointment = 

 

  • Complaints responded to in time = 89%
  • Complaints received so far this year = 205

  • Customers satisfied that their home is safe and secure = 88%
  • Homes that meet the Decent Homes Standard = 100%
  • Blocks with an in-date fire risk assessment = 100%
  • Homes with a valid gas certificate = 100%
  • Priority 'A' fire risk works currently overdue = 1.38% (2 actions)
  • Overall safety compliance (incl. asbestos, electrical, fire risk, gas, lifts, legionella) = 100%

  • Overall SAP rating = 75%
  • Homes with an EPC rating of C or above = 75%
  • SHIFT rating = SILVER

  • Regulatory rating = G1 V1

  • Customers satisfied that their rent is good value for money = 87%
  • Total arrears (rented stock)  = 2.26%
  • Gearing = 65.6%
  • Interest coverage = 206%
  • Return on capital employed (ROCE) – 4.8%
  • EBITDA MRI Interest Rate Cover – 205.7%

Annual figures (2020-21)

  • Turnover = £33.3m
  • Operating surplus = £14.9m
  • Operating margin (social housing lettings) – 43.3%
  • Investment in existing homes - £4.2m
  • Investment in building new homes = £120m
  • Reinvestment = 14.5%

  • Homes delivered this year (so far) = 61
  • Homes being built in the Borough of Broxbourne = 90%

 

  • Proportion of rented homes currently occupied = 
  • Average time to relet a home = 38 days

  • Staff NET promoter score - 8.0
  • Team diversity* = 99%

*We have set targets for the diversity of our workforce. We've worked out what proportion of our team we should have from different groups, based on the profile of the population in our area. This % shows how close we are to our targets in terms of the representation of:

  • People under 30
  • People from ethnic minority groups
  • People with a disability
  • People who identify as LGBTQ+