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
|
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 December 2010 we
acknowledged 100.00% of
complaints within 3 working days and we responded
to 98.53% of complaints within 10
working days.
|
| Carry out non-urgent repairs to homes |
We aim to complete non-urgent repairs within 20
working days. |
In December 2010 the
average time to complete non-urgent repairs
was 14.21 days.
|
|
Complete Decency refurbishment to homes
|
The target for 2010/11 is to make 3,206 homes decent.
|
In December 2010 we
completed refurbishment to 130
homes bringing the total
to 1,755 homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In November 2010 87.18%
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 1.20% by the end of the
year.
|
In December
2010 Void Rent Loss
was 1.17%.
|
|
Monitor the number of vacant homes
|
To be confirmed.
|
In December
2010 we had 275
vacant homes compared to 267
in November 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 December 2010 we
were owed 1.59% 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 December 2010 we
were owed £1,683,395 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In December 2010 we
resolved/closed 193 cases of anti-social
behaviour / breaches of tenancy conditions bringing the total for
the year to 2,869
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.
Archived information for April
2010.
Archived information for May
2010.
Archived information for June
2010.
Archived information for July
2010.
Archived information for August
2010.
Archived information for September
2010.
Archived information for October
2010.
Archived information for November
2010.