Our latest performance figures
We are committed to providing feedback on the services we provide. The following are the key service standard we report on in our resident newsletter, Open Door, which were chosen by residents.
These will be updated regularily, please check back for more up-to-date information.
|
Service Standards |
Figure for Jul - Sept 2009 |
|
1. If you write to us, we will respond within 10 working days |
37.5%* |
|
2. If you email us, we will respond within five working days |
92.8%** |
|
3. We will answer 80% of phone calls to the Service Centre within 20 seconds |
71.9% |
|
4. If you visit our main offices, you will be met by a polite and professsional member of staff wearing an identification badge with a photograph |
75%** |
|
5. We will carry out regualr estate inspections as agreed with you |
697 |
|
6. If you report an incident of anti-social behaviour that we think is high risk, we will contact you within 24 hours |
69.4% |
|
7. We will make sure your payment is on your rent or service charge account within two working days (if you send a cheque we must recieve it first) |
80%** |
|
8. We will keep the amount of overdue rent as low as possible (total on 30 September) |
4.75% |
|
9. Within six weeks of moving in, we will visit you, to see how you are settling in |
62.2% |
|
10. We will keep as low as possible the average number of days it takes us to tidy up and relet empty homes (total on 30 September) |
45 days |
|
11. We will visit you to carry out quality checks (at least 10% of all repairs each month) |
9% |
|
12. We will offer you an appointment to carry out your repair |
78% |
|
13. We will try to get repairs completed in one visit |
75% |
|
14. We will get a valid gas safety certificate for all our homes every year (total on 30 September) |
99.5% |
Notes
* We are beginning to use mystery shoppers to test our performance in these areas, but they have carried out only a small number of checks so far. Our performance on answering letters during this time was affected by the postal strike
** We are beginning to use mystery shoppers to test our performance in these areas, but they have carried out only a small number of checks so far