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
|
What we do
|
Target 2009/10
|
How we are doing?
|
|
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 March 2010 we
acknowledged 100.00% of complaints
within 5 working days and we responded to
99.38% of complaints within 20 working
days.
|
| Carry out planned repairs to homes |
We aim to complete planned repairs within 20 working
days. |
In March 2010 the
average time to complete planned repairs was 12.29
days.
|
|
Complete Decency refurbishment to homes
|
The target for 2009/10 is to make 3,367 homes decent.
|
In March 2010 we
completed refurbishment to 230
homes bringing the total to
2,480 homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In March 2010 98.6% 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 March
2010 we took 23.83
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 March 2010
we had 322 vacant homes
compared to 274 in
February 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 March 2010 we were
owed £959,454 which is equal
to 1.64% 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 March 2010 we were
owed £1,890,419 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In March 2010 we
resolved/closed 418 cases of anti-social
behaviour / breaches of tenancy conditions bringing the total for
the year to 3,830
cases. |
If you have any questions about our performance contact our
Performance Team on 01302 862721 or
862724.
Archived information for February
2010.