How are we doing?
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
|
How we are doing
|
|
Deal with complaints
|
We aim to acknowledge 100% of complaints within five working
days and respond to 100% of complaints within 20 working days.
|
In September 2008 we acknowledged
99.37% of complaints within five
working days and we responded to 97.62%
of complaints within 20 working days.
|
| Carry out Routine Repairs to homes |
We aim to complete 97% of routine repairs within 5 working
days |
In Septmember 2008 we
completed 99.91% of
routine repairs within five working days. |
| Carry out planned repairs to homes |
We aim to complete planned repairs within 20 working
days |
In September 2008 the average time
to complete planned repairs was 13.44 days.
|
|
Complete Decency refurbishment to homes
|
The target for 2008/09 is to make 3,027 homes decent.
|
In September
2008 we completed refurbishment to 175
homes bringing the total to 818.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 95% satisfaction rate.
|
In September
2008 95.45% 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 33 days
|
In September
2008 we took 32.78 days on
average to relet a vacant home.
|
|
Monitor the number of vacant homes
|
No target
|
In September
2008 we had 291 vacant
homes compared to 260 in March
2008.
|
|
Reduce customer rent arrears
|
We aim to ensure that current rent arrears are no more than
1.94% of the total amount we collect each year
|
In September
2008 we were owed £1,171,646, which
is equal to 2.07% 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
£1,900, 000
|
In September
2008 we were owed £1,905,017 from former
customers compared with £1,911,205 in March
2008.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
To be confirmed
|
In September
2008 we resolved 273
cases of anti-social behaviour / breaches
of tenancy conditions bringing the total for the year
to 1,587 cases. |
If you have any questions about our performance contact our
Performance Team on 01302 862727 or
862724.
Customer Satisfaction Surveys
SLHD have to carry out a satisfaction survey, known as the
Status Survey, every three years to measure customer satisfaction
of the services it provides.
SLHD commissioned BMG Research, a market research company, to
undertake the survey on its behalf. 4000 randomly selected
tenants were sent questionnaires between August and October
2006.
2,051 of our customers returned completed questionnaires which
is an excellent response rate of 51%.
The results of the survey tells us what our customers think of
the services we provide and will influence the way we deliver them
in the future.
To view a full copy of the report please>
click here.
Although this survey has to be carried out every three years,
SLHD decided that to affectively monitor its performance a mini
status survey would be undertaken annually.
The first of these annual surveys was completed at the end of
2007, with a 1201 customers returning completed questionnaires, a
response rate of 30% from a single mail-out. The results are to be
tracked against the 2006 survey to show where we have improved and
where further improvement is necessary.
The completed analysis will be available from Early March
2008.
Display Energy Certificate
Display Energy Certificates (DECs) show the actual energy usage
of a building, the Operational Rating, and help the public see the
energy efficiency of a building. This is based on the energy
consumption of the building as recorded by gas, electricity and
other meters.
