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 February 2010 we acknowledged 100.00% of complaints within 5 working days and we responded to 99.39% of complaints within 20 working days.

In February 2010 the average time to complete planned repairs was 11.97 days.

Complete Decency refurbishment to homes

The target for 2009/10 is to make 3,367 homes decent.

In February 2010 we completed refurbishment to 199 homes bringing the total to 2,115 homes.

We aim to reach a 97% satisfaction rate.

In February 2010 97.7% 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 February 2010 we took 24.14 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 February 2010 we had 274 vacant homes compared to 260 in January 2010.

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 February 2010 we were owed  £1,147,564 which is equal to 1.96% 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 February 2010 we were owed £1,898,866 from former customers.

Resolve cases of anti-social behaviour / Breaches of tenancy conditions

To be confirmed.