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 March 2011 we
acknowledged 100.00% of
complaints within 3 working days and we responded
to 100.00% 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 March 2011 the
average time to complete non-urgent repairs
was 14.44 days.
|
|
Complete Decency refurbishment to homes
|
The target for 2010/11 is to make 3,206 homes decent.
|
In March 2011 we
completed refurbishment to 466
homes bringing the total
to 2,552 homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In February 2011 92.35%
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 March
2011 Void Rent Loss
was 1.17%.
|
|
Monitor the number of vacant homes
|
To be confirmed.
|
In March
2011 we had 310
vacant homes compared to 238
in February 2011.
|
|
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 March 2011 we were
owed 1.62% 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 March 2011 we were
owed £1,380,030 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In March 2011 we
resolved/closed 282 cases of anti-social
behaviour / breaches of tenancy conditions bringing the total for
the year to 3,653
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.
Archived information for December
2010.
Archived information for January
2011.
Archived information for February
2011.