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

What we do

Target 2009/10

How we are doing?

Deal with complaints

We aim to acknowledge 100% of complaints within 5 working days and respond to 100% of complaints within 20 working days.

In December 2009 we acknowledged 100.00% of complaints within 5 working days and we responded to 99.29% of complaints within 20 working days.

Carry out Routine Repairs to homes We aim to complete 99% of routine repairs within 5 working days. In December 2009 we completed 94.1% of routine repairs within five working days.
Carry out planned repairs to homes We aim to complete planned repairs within 20 working days.

In December 2009 the average time to complete planned repairs was 11.7 days.

Complete Decency refurbishment to homes

The target for 2009/10 is to make 3,367 homes decent.

In December 2009 we completed refurbishment to 193 homes bringing the total to 1,711 homes.

Service Satisfaction Level for Decent Homes works.

We aim to reach a 97% satisfaction rate.

In December 2009 97.8% of our tenants were satisfied with the decency work carried out to their home.

Re-let vacant homes

We aim to re-let vacant homes within 30 days.

In December 2009 we took 23.99 days on average to re-let a vacant home.

Monitor the number of vacant homes

We aim to have no more than 326 vacant homes.

In December 2009 we had 248 vacant homes compared to 290 in November 2009.

Reduce customer rent arrears

 

We aim to ensure that current rent arrears are no more than 1.70% of the total amount we collect each year.

In December 2009 we were owed  £985,893 which is equal to 1.68% 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 £1,800,000.

In December 2009 we were owed £1,877,936 from former customers.

Resolve cases of anti-social behaviour / Breaches of tenancy conditions

To be confirmed.

In December 2009 we resolved/closed 320 cases of anti-social behaviour / breaches of tenancy conditions bringing the total for the year to 3,004 cases.

If you have any questions about our performance contact our Performance Team on 01302 862721 or 862724.