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. More detailed performance information is reported to each
Board meeting - available here.
|
What we do
|
Target2010/11
|
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 April 2010 we
acknowledged 100.00%of complaints
within 3 working days and we responded to
89.22% of complaints within 10 working
days.
|
| Carry out planned repairs to homes |
We aim to complete planned repairs within 20 working
days. |
In April 2010 the
average time to complete planned repairs was 16.28
days.
|
|
Complete Decency refurbishment to homes
|
The target for 2010/11 (April to November) is to make 1,550
homes decent.
|
In April 2010 we
completed refurbishment to 133
homes bringing the total to 133
homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In April 2010 98.8% 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 27 days.
|
In April
2010 we took 35.27
days on average to re-let a vacant home.
|
|
Monitor the number of vacant homes
|
To be confirmed.
|
In April 2010
we had 303 vacant homes
compared to 322 in
March 2010.
|
|
Reduce customer rent arrears
|
We aim to ensure that current rent arrears are no more than
1.65% of the total amount we collect each year.
|
In April 2010 we were
owed £1,087,099 which is equal
to 1.82% 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 April 2010 we were
owed £1,858,795 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In April 2010 we
resolved/closed 316 cases of anti-social
behaviour / breaches of tenancy conditions bringing the total for
the year to 316
cases. |
If you have any questions about our performance contact our
Performance Team on 01302 862721 or
862724.
Archived information for February
2010.
Archived information for March
2010.