Our performance

Our focus is on managing and maintaining our properties and investing in new ones so existing and potential customers receive the quality homes and exceptional services they deserve.

We have a set of service standards against which we report our progress every month. You can see out latest performance below.

 

We will support you through moving into a property and make sure you are satisfied with your home

What happened last month?

Customers are happy with the quality of our service.

What is our response?

We will continue to monitor customer satisfaction to make sure we are meeting customer expectations in this service area.

Performance last month

Target 80% Last month 90%

Target: 82%

Last month: 90%

We will respond to your written enquiry within 10 days

What has happened?

We responded to around half of written enquiries within the 10 day deadline last month.

What is our response?

 

Performance last month

Target 95% Last month 52%

Target: 95%

Last month: 52%

We will answer calls within 15 seconds and call you back within one day if you leave a message

What has happened?

We are keen to ensure that we answer our calls from customers as soon as possible.  Whilst we want to answer our calls as quickly as possible, we are focusing on the quality of our calls and making sure that customers receive a full and non-rushed service from us.

What is our response?

We will continue to focus on providing a quality service to customers.

Performance last month

Target 75% Last month 58%

Target: 70%

Last month: 58%

We will listen to you and treat you with respect and take ownership of your queries

What has happened?

Live call monitoring has been undertaken during the period. All calls listened to had staff that listened to customers, treated them with respect and took ownership of queries. There have been no formal complaints received during the period on these issues.
 

What is our response?

Monitoring will continue to take place to ensure that Customer Service Teams are delivering high levels of customer service.

Performance last month

Target 90% April 100%

Target: 90%

Last month: 100%

We will ensure our communication to you is clear and jargon-free

What has happened?

We have continued to meet our target in this area over the past three months.
 

What is our response?

We will continue to look at how we communicate with our customers and look for ways that we can do this better.

Performance last month

Target 80%, last month 80%

Target: 80%

Last month: 80%

We will investigate complaints and respond within 10 working days

What has happened?

Responding to complainants in a timely manner is a fundamental aspect to satisfaction with complaint handling. We are currently failing to meet the policy target of 10 working days (or alternative deadline agreed with the customer)in nearly two thirds of cases.

What is our response?

A review of the complaints policy and procedure is currently underway.

Performance last month

Target 90% Last month 36%

Target: 90%

Last month: 36%

We will keep the repairs appointments we make with you

What has happened?

We are providing a more consistent service to customers.

What is our response?

We will continue to review the system to ensure appointments are booked correctly, so that we can keep the appointments made with our customers.

Performance last month

Target 75% Last month 94%

Target: 75%

Last month: 94%

We will complete repairs to a high standard

What has happened?

We collect the information used to measure performance against this service standard from customers at the end of each repair job, when a customer is asked to rate how well the job has been completed.
We continue to perform consistently better than target against this measure.
 

What is our response?

We aim to maintain our performance against this target by constantly monitoring the way we work.

Performance last month

Target 88% April 100%

Target: 88%

Last month: 100%

We will support you through any improvement to your home and ensure the work meets your needs

What has happened?

Only 50% of the returned surveys agreed that they were fully supported throughout the works process.  The 50% that did not score highly on this question marked it not applicable and this was based on works carried out to doors and windows.
 

What is our response?

We would still expect the customer to feel fully supported for any works that are carried out.  All programmes of work are assigned a resident liaison officer who would cover this area.  This issue will be brought up in the contractor progress meeting and continue to be monitored.

Performance last month

Target 90% last month 89%

Target: 90%

Last month: 89%

We will contact you when you report anti-social behaviour within one working day for urgent cases and five working days for all other cases

What has happened?


 

What is our response?

We have rewritten our ASB procedure and are in the process of training all relevant staff to deliver the new requirements. This new procedure builds on the feedback given by customers who have received our service and attended a focus group to tell us how good or bad their experience was, as well as incorporating the new legal powers available to us.
We anticipate improved service delivery and customer satisfaction from using our new procedure.

Performance last month

Target 90% last month 94%

Target: 90%

Last month: 94%