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 July 2010 we
acknowledged 100.00%of complaints
within 3 working days and we responded to
100.00% of complaints within 10 working
days.
|
| Carry out planned repairs to homes |
We aim to complete planned repairs within 20 working
days. |
In July 2010 the
average time to complete non-urgent repairs
was 15.45 days.
|
|
Complete Decency refurbishment to homes
|
The target for 2010/11 (April to November) is to make 1,550
homes decent.
|
In July 2010 we
completed refurbishment to 308
homes bringing the total
to 912 homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In June 2010 95.21% 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%
|
In July
2010 Void Rent Loss
was 1.51%.
|
|
Monitor the number of vacant homes
|
To be confirmed.
|
In July 2010
we had 308 vacant homes
compared to 335
in June 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 July 2010 we were
owed 2.17% 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 July 2010 we were
owed £1,877,273 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In July 2010 we
resolved/closed 384 cases of anti-social
behaviour / breaches of tenancy conditions bringing the total for
the year to 1335
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.