In order to improve our service to customers it is
important that we monitor our performance.
- We measure the things that we do against service standards
- We use this information to improve our customer service
- We share this information so customers can see how we're
performing
- We seek to develop new and better ways to monitor
performance
The table below reports progress against a key selection of our
targets.
For more detailed performance information,
click here.
Performance information is also reported to each Board meeting -
the full reports are available here.
|
What we do
|
Target2011/12
|
How we are doing?
|
|
Deal with complaints
|
We aim to acknowledge 100% of complaints within 3 working days
and respond to 95% of complaints within 10 working days.
|
In November 2011 we
acknowledged 100.00% of
complaints within 3 working days and we responded
to 98.96% of complaints within 10
working days. (1 month in arrears)
|
| Carry out non-urgent repairs to homes |
We aim to complete non-urgent repairs within 20
working days. |
In December 2011 the
average time to complete non-urgent repairs
was 12.64 days.
|
|
Complete Decency refurbishment to homes
|
To be agreed in July.
|
In December 2011 we
completed refurbishment to 361
homes bringing the total
to 1,684 homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In November 2011 94.16%
of our tenants were satisfied with the decency work carried
out to their home. (1 month in arrears)
|
|
Reduce Rent Loss through homes being empty
|
We aim to reduce Void Rent Loss to 1.00% by the end of the
year.
|
In December
2011 Void Rent Loss
was 1.04%.
|
|
Monitor the number of vacant homes
|
To be confirmed.
|
In December
2011 we had 366
vacant homes compared to 342
in November 2011.
|
|
Reduce customer rent arrears
|
We aim to ensure that current rent arrears are no more than
1.62% of the total amount we collect each year.
|
In December 2011 we
were owed 1.80% of the total
amount we should collect each year.
|
|
Reduce rent arrears of former customers
|
We aim to reduce arrears of former customers to less than
£1,750,000.
|
In December 2011 we
were owed £1,198,603 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In December 2011 we
resolved/closed 319 cases of anti-social
behaviour / breaches of tenancy conditions bringing the total for
the year to 2,530
cases. |
If you have any questions about our performance contact our
Performance Team on 01302 862721 or
862724.
View previous "How are we doing?"
information.