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 May 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 May 2010 the average
time to complete planned repairs was 16.4
days.
|
|
Complete Decency refurbishment to homes
|
The target for 2010/11 (April to November) is to make 1,550
homes decent.
|
In May 2010 we
completed refurbishment to 353
homes bringing the total to 501
homes.
|
| Service Satisfaction Level for Decent Homes works. |
We aim to reach a 97% satisfaction rate.
|
In April 2010 98.8% of
our tenants were satisfied with the decency work carried out to
their home. (1 month in arrears)
|
|
Re-let vacant homes
|
We aim to re-let vacant homes within 27 days.
|
In May 2010
we took 37.17 days on
average to re-let a vacant home.
|
|
Monitor the number of vacant homes
|
To be confirmed.
|
In May 2010
we had 289 vacant homes
compared to 303 in
April 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 May 2010 we were
owed £1,148,324 which is equal
to 1.92% 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 May 2010 we were
owed £1,867,481 from former
customers.
|
|
Resolve cases of anti-social behaviour / Breaches of tenancy
conditions
|
N/A
|
In May 2010 we
resolved/closed 275 cases of anti-social behaviour
/ breaches of tenancy conditions bringing the total for the year
to 591 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.