How we are doing
To help us make sure we provide you
with the best possible service, we measure our performance on a
regular basis. For example, we collect information on our repairs
service, we monitor rent arrears, we record how quickly our empty
properties are let and we find out how satisfied our customers
are.
To find out how we are performing click on the
performance review buttons on the right. You can also
compare
our performance with other landlords via the
Tenant Services Authority.
The following information shows how we are performing in some core
services, which we know are important to customers.
| |
Target |
Jan
2010 |
| Customer care |
|
|
| Calls answered within 20
seconds |
80% |
58% |
| Call abandoned rate |
5% |
8% |
Acknowledge letters and e-mails within
2 working days |
95% |
99% |
A full response to letters and e-mails within
10 working days |
90% |
94% |
| Complaints dealt with at stage 1 |
80% |
100% |
| Customers satisfied with complaints handling |
75% |
42% |
| Rent |
|
|
| Rent collected |
100% |
98.9% |
| Repairs and maintenance |
|
|
| Emergency repairs completed within timescale |
98% |
95.9% |
| Urgent repairs completed within timescale |
98% |
93.3% |
| Routine repairs completed within timescale |
98% |
98% |
| Customers satisfied with repairs they have
received |
96% |
90% |
| Customers satisfied with our gas servicing |
96% |
96% |
| Preventing and tackling anti-social behaviour |
|
|
| Urgent cases responded to within 24 hours |
95% |
100% |
| Other cases responded to within 5 working
days |
95% |
99% |
| Customers satisfied with the outcome of their
case |
80% |
70% |
We have 35,923 gas appliances which require a gas service
check. As at January 2010, 158 gas service checks still need
to be completed.
Social alarm service
We
provide a social alarm service to people living in our sheltered
housing developments and those provided by other housing
associations, as well as private individuals. 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 currently recevies more than
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 are performing and how satisfied our
customers are:
| |
Oct 2009 |
Nov 2009 |
Dec 2009 |
Jan 2010 |
TREND |
| Calls answered within 60 seconds |
99.35% |
96.50% |
96.43% |
98.37% |
UP |
| Customers satisfied with the alarm
service |
96.40% |
95.40% |
95.70% |
98.1% |
UP |