How we're doing

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 Mar 2012
Customer care
Calls answered within 20 seconds 80% 82%
Call abandoned rate 5% 6.3%
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% 86%
Rent
Rent collected 100% 101.49%
Repairs and maintenance
Emergency repairs completed within timescale 98% 96.7%
Urgent repairs completed within timescale 98% 92.7%
Routine repairs completed within timescale 98% 94.7%
Customers satisfied with repairs they have received 96% 97.2%
Customers satisfied with our gas servicing 96% 99.5%
Preventing and tackling anti-social behaviour
Urgent cases responded to within 1 day 95% 94.2%
Non-urgent cases responded to within 3 working days 95% 89.3%
Customers satisfied with the outcome of their case 83% 81.2%
Gas
Number of appliances
38800
Number of appliances without a check
13*


*We have 38800 gas appliances to service. As of March 2012, 13 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 97.5% 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).

Dec 2011 Jan 2012 Feb 2012 Mar 2012
Calls answered within 60 seconds 96.7% 97.9% 97.3% 97.6%
Customers satisfied with the alarm service 90% 95.9% 94.3% 95.4%

 

 
 
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