We regularly measure our performance to make
sure you get the best service.
Find out how we're performing by clicking on the performance
review downloads to the right. You can also
compare our performance with other landlords using the Tenant
Services Authority website.
Alternatively, have a look at the table below. It concentrates
on areas that we know are important our customers.
| |
Target |
Dec 2011 |
| Customer care |
|
|
| Calls answered within 20 seconds |
80% |
57% |
| Call abandoned rate |
5% |
6.9% |
Acknowledge letters and emails within
2 working days |
95% |
99% |
A full response to letters and emails within
10 working days |
90% |
99% |
| Customers satisfied with complaints handling |
75% |
87% |
| Rent |
|
|
| Rent collected |
100% |
96.7% |
| Repairs and
maintenance |
|
|
| Emergency repairs completed within timescale |
98% |
91.4% |
| Urgent repairs completed within timescale |
98% |
89.4% |
| Routine repairs completed within timescale |
98% |
94.2% |
| Customers satisfied with repairs they have received |
96% |
97.8% |
| Customers satisfied with our gas servicing |
96% |
99.4% |
| Preventing and tackling
anti-social behaviour |
|
|
| Urgent cases responded to within 1 day |
95% |
93.0% |
| Non-urgent cases responded to within 3 working days |
95% |
91.1% |
| Customers satisfied with the outcome of their case |
83% |
81.0% |
| Gas |
|
|
| Number of appliances |
|
39276 |
| Number of appliances without a check |
|
0* |
*We have 39276 gas appliances to service. As of December
2011, no service checks still need to be completed.
Personal alarm service
We provide a personal alarm service to help people
feel safe at home. This service is accredited by the TSA (Telecare
Services Association). It operates 24 hours a day, 7 days a week,
365 days a year and receives over 2,500 calls per week.
The TSA has set a target of answering 98.5% of calls within 60
seconds. See below for how we're performing and how satisfied our
customers are. For more information download the latest alarm response report (pdf).
| |
Sep
2011 |
Oct 2011 |
Nov 2011 |
Dec 2011 |
| Calls answered within 60 seconds |
97.3% |
97.1% |
97.1% |
96.7% |
| Customers satisfied with the alarm service |
95% |
95% |
96% |
90% |
