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 February 2012 we acknowledged 100.00%  of complaints within 3 working days and we responded to 98.07% 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 March 2012 the average time to complete non-urgent repairs was 14.67 days.

Complete Decency refurbishment to homes

To be agreed in July.

In March 2012 we completed refurbishment to 289 homes bringing the total to 2,823 homes.

Service Satisfaction Level for Decent Homes works.

We aim to reach a 97% satisfaction rate.

In February 2012 94.02% 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 March 2012 Void Rent Loss was 1.05%.

Monitor the number of vacant homes

To be confirmed.

In March 2012 we had 361 vacant homes compared to 372 in February 2012.

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 March 2012 we were owed 1.44% 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 March 2012 we were owed £1,105,238 from former customers.

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

N/A

In March 2012 we resolved/closed 235 cases of anti-social behaviour / breaches of tenancy conditions bringing the total for the year to 3,344 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.