Performance

This page gives you information about how we're performing on the services we provide.

= on target (and direction of travel) = just off target (and direction of travel) = needs improvement (and direction of travel)

Repairs

Year end target

April - June

July - September

October - December

January - March 17

Direction of Travel

Satisfaction with quality of day to day repairs (year to date)

87%

87%

87%

87%

Repairs appointments kept (year to date)

97%

94%

95%

95%

Repairs completed on the first visit (year to date)

83%

90%

87%

88%

Tenants' gas appliances serviced (year to date)

100%

99.9%

99.9%

99.9%

Neighbourhood

Year end target

April - June

July - September

October - December

January - March 17

Direction of Travel

Residents satisfied with their neighbourhood (year to date)

87%

82%

81%

81%

Resident satisfaction with ASB case handling

81%

82%

74%

80%

Tenancy

Year end target

April - June

July - September

October - December

January - March 17

Direction of Travel

Tenants satisfied with services provided by their landlord (year to date)

86%

84%

82%

83%

New Tenant Satisfaction (year to date)

90%

82%

83%

90%

Tenancy checks carried out to identify illegal occupants

100%

68%

74%

85%

Customer service

Year end target

April - June

July - September

October - December

January - March 17

Direction of Travel

Repairs Calls answered within target

75%

78%

75%

32%

Satisfaction with Complaints handling

81%

76%

76%

75%

Initial complaints responded to in target

100%

100%

100%

98%


The national standards

All social landlords must produce an annual report to show how they are performing against the national standards set by the government. There are four standards -

Involvement and empowerment
Opportunities for you to influence the service
Customer service, choice and complaints
Understanding and responding to the diverse needs of residents

Home
Repairs
Quality of accommodation

Tenancy
Supporting tenants to maintain their tenancy
Allocations and mutual exchanges

Neighbourhood and community
Local area co-operation
Managing your neighbourhood
Dealing effectively with anti-social behaviour





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