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.