How Are We Performing?v1
|
|
Target |
April to June |
July to Sept |
Improved Since |
|---|---|---|---|---|
|
How many complaints have we received? |
15 | 15 | ||
|
What % of calls does the Customer Service Centre successfully answer? |
95% |
84.90% |
91.22% |
|
|
What % of letters do we respond to within 10 days? |
100% |
92.41% |
96.14% |
|
|
How much money do people who rent properties from us owe us in rent at the end of each quarter? |
|
£791,126 |
£798,745 |
|
|
What % of the rent that we could collect is not collected at the end of each quarter? |
4% |
|
4% |
|
|
How quickly do we let empty properties? |
21 days |
20 days |
18 days |
|
|
What % of repairs do we complete on time? |
||||
|
Emergencies |
100% |
97.36% |
99.36% |
|
|
Urgent |
98% |
100.00% |
96.59% |
|
|
Routine |
98% |
96.03% |
97.58% |
|
|
% of properties with a Gas safety Certificate at the end of each quarter |
100% |
99.42% |
98.54% |
|
|
% of overall satisfaction with the maintenance service |
95% |
98.45% |
93.83% |
|
|
% of overall satisfaction with the planned repairs service, e.g. fitting new bathrooms & kitchens? |
95% |
94.96% |
93.75% |
|
| Great improvement | |
| Stayed the same | |
| Not as good as last time |
Where we need to do better
Dealing with your phone calls:
Our customer service centre is now answering over 90% of your calls successfully, although we’re still below our target of 95%. But we’re now answering many more calls as we’ve just started dealing with all repair requests, as well as general calls. Unfortunately it is taking us a bit longer to answer at the moment as we get used to the new system, but please bear with us and we hope to be up to target in the next couple of months
Collecting rents:
Tenants owe us about £800,000 in unpaid rent and that figure isn’t coming down as we would like. That’s £800,000 that could be spent on better services, improvements to our homes or more community activities. We’ve put extra staff resources into this area of work to try to reduce that figure.
Carrying out repairs:
Although the performance from our repairs service was better in July-September than in April –June we know it should be better. You’re also telling us you’re becoming less satisfied with the service. Part of the reason is that we recently introduced a new reporting and planning process and a new computer system – both of which have had some teething problems and has meant standards have slipped. We’re working closely with Radian Service to monitor performance over the next few months to make sure that performance starts improving and tenants get the service you want and we’ve promised.
Click here to use a tool from the TSA to compare our performance with other landlords
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