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Our performance

How are we doing?

We pride ourselves on putting our customers at the heart of our business and keeping you informed. Below is our current performance in areas our customers have told us they want information about.  

 

Arrears

        
Performance area Current rent
arrears debt (%)		 Former rent
arrears debt (%)		 Leasehold current
rent arrears debt (%)		 Leasehold former
rent arrears debt (%)
Target Performance 3  4.5 1.9 0
Quarter 1 Performance 4.11 5.68 2.01 0.85
On target? no no no no

 

Empty properties

      
Performance area  Rent loss on
empty properties (%)		  Empty properties
 (%)		  Average re-let time
(days)
Target Performance  3 3  20 
Quarter 1 Performance  3.09  2.57  56.9
On target?  nearly  yes no 

 

Repairs and maintenance

              
Performance area Emergency repairs completed on time (%) Urgent repairs completed on time (%)  Routine repairs completed on time (%)  Repairs appointments made and kept (%) First time fixes (%) Homes meeting Decent Homes Standard (%) Current CP12 certificates outstanding
Target Performance 99.25  98  98  98  90  100   0
Quarter 1 Performance 99.15  99.01  98.68  95.44  84.77  98.12  5
On target?  nearly yes  yes  no  no  nearly  no 

 

Customer satisfaction
and complaints

        
Performance area  Overall tenant
satisfaction (%)		 Tenant satisfaction
 with repairs service (%)		 Number of complaints  Complaints responded to
within target time (%)
Target Performance  85 90  25  100 
Quarter 1 Performance  98.6  97.3  25  68
On target? yes  yes  yes  no 

 

Customer contact centre

    
Performance area Call centre grade of service (%) Calls resolved at first point of contact (%)
Target Performance 92  90 
Quarter 1 Performance  96.33 91
On target? yes yes

 

 BME customers

  
Performance area  BME lets (%)
Target Performance 13 
Quarter 1 Performance 6.51
On target? no 

 

 Leasehold

    
Performance area Average selling time (weeks) Number of sales completions 
Target Performance 10 48
Quarter 1 Performance 47 6
On target? no no 

 

Last updated: 25-08-2010

Keeping you up to date

a happy resident