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 quarterly - the full reports are available here.

What we do

Target2012/13

Ideal trend

How we are doing?

In line with target?

Reduce customer rent arrears.

(Monthly)

We aim to ensure that year end current rent arrears are no more than 1.40% of the total amount we collect each year. Plain black down arrow 

Lower is better

In March 2013 we were owed £1,445,063, which is equal to 2.00%, against a profiled* target of 1.40%. Sad Face

Rent collected.

(Monthly)

We aim to collect 99% of rent owed to us by year end. Plain Black Up Arrow 

Higher is better

In March 2013 we collected £4,593,519, which equates to 97.93% of rent owed, against a profiled* target of 98.76%. indifferent face

Reduce rent loss through homes being empty.

(Cumulative)

We aim to reduce void rent loss to 0.95% by the end of the year. Plain black down arrow 

Lower is better

In March 2013, rent lost due to properties being vacant was £603,942, which is equal to 0.90%. Happy face

Evictions due to rent arrears.

(Cumulative)

We aim to have no more than 25 evictions by Year End.  Plain black down arrow 

Lower is better

In March 2013, we carried out 36 evictions (cumulatively), due to rent arrears, against a cumulative target of 25. Sad Face

Satisfaction with handling anti-social behaviour complaints.

(Cumulative)

We aim to reach a 93% satisfaction rate with the way we handle ASB complaints. Plain Black Up Arrow 

Higher is better

(Reported 1 month in arrears).  In February 2013, 86% of tenants were satisfied with the way we handled their ASB complaint.

Sad Face

Introductory tenancies not converted due to anti-social behaviour.

(Cumulative)

We aim to reduce the number of Introductory Tenancies not converted due to ASB. Plain black down arrow 

Lower is better

In March 2013, there were 0.76% introductory tenancies not converted due to ASB.

Sad Face

Complete repairs right first time.

(Cumulative)

We aim to complete 97% of repairs right first time.   Plain Black Up Arrow 

Higher is better

In March 2013, we completed 96.31% of repairs carried out, right first time.

indifferent face

Make and keep repairs appointments.

(Cumulative)

We aim to keep 99.50% of all appointments made.  Plain Black Up Arrow 

Higher is better

In March 2013, 99.00% of all internal and external repairs appointments made, were kept.

indifferent face

Emergency repairs completed on time.

(Cumulative)

We aim to complete 99% of emergency repairs on time. Plain Black Up Arrow 

Higher is better

In March 2013, we completed 98.34% of emergency repairs on time.

indifferent face

Routine repairs completed on time.

(Cumulative)

We aim to complete 96% of routine repairs on time. Plain Black Up Arrow 

Higher is better

In March 2013, we completed 96.17% of routine repairs on time.

Happy face

Proportion spend of responsive repairs against planned repairs.

(Cumulative)

We aim to have a 50% ratio on responsive repairs and 50% on planned repairs. Plain black down arrow 

Lower is better

Performance available in May 2013.

 

Properties with a valid Landlord Gas Safety Certificate.

(Monthly)

We aim to have 100% of properties with a valid Landlord Gas Safety Certificate. (Year End)

Plain Black Up Arrow 

Higher is better

In March 2013, 100.00% of council owned properties, where a gas service was carried out, have a valid Landlord Certificate.

Happy face

Service satisfaction level for Property Services.

(Monthly)

We aim to reduce the number of complaints regarding Property Services due to service failure. Plain black down arrow 

Lower is better

(Reported 1 month in arrears).  In February 2013, we dealt with 44% cases of service failure complaints, within Property Services.

Sad Face

Service satisfaction level - Overall Organisation.

(Monthly)

We aim to reduce the number of complaints due to service failure by St. Leger Homes. Plain black down arrow 

Lower is better

(Reported 1 month in arrears).  In February 2013, we dealt with 39% cases of service failure, regarding the service provided by the organisation.

Sad Face

Value for money.

(Monthly)

We aim to spend within the annual budget or lower. Plain black down arrow 

Lower is better

Performance available in May 2013.  

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

* Profiled Target = a target set for each month, to ensure we are on track with our performance on a monthly basis.

View previous "How are we doing?" information.