Our performance
These are some of our 'key performance
indicators', detailing how well we are doing in our most important
areas.
We report these figures each quarter to our Board and we will
report to residents every year in the Annual Report.
On 01 April 2010 the new standards set by the Tenant Services
Authority came into force. We will tell you each year how we are
meeting each standard in an annual report. We are also working with
residents to set up a scrutiny panel, which will be responsible for
looking at our performance and challenging us to improve service
delivery.
| Key Performance Indicator |
2008/
09 |
2009/
10 |
2010/
11
Quarter 1
|
Perf. against target |
Trend |
Average
re-let time (days) |
47.8 |
52 |
28.8 |
|
|
| Average time to complete repairs (new for 2009/10) |
- |
11.7 days |
11
days |
|
|
| % of gas services overdue (at 31/03/10) |
0 |
0.99 |
0.99 |
|
|
| Rent arrears (at 31/03/10) |
2.26% (excl HB owing) |
2.4% |
2.6% |
|
|
| Complaints received |
42 |
49 |
1 |
N/A |
|
| Tenants satisfied with overall service |
80% (2007) |
- |
- |
Survey every 3 years. New data due
July 2010 |
N/A |
| Tenant satisfaction that views taken into account |
84% (2007) |
- |
- |
Survey every 3 years. New data due
July 2010 |
N/A |
| Tenant satisfaction with repairs and maintenance |
78% (2007) |
- |
- |
Survey every 3 years. New data due
July 2010 |
N/A |
| Tenant satisfaction with neighbourhood |
80% (2007) |
- |
- |
Survey every 3 years. New data due
July 2010 |
N/A |
» This year we will be undertaking service reviews in our ASB
and Voids & Lettings services. More information about our
service improvement methodology and service review programme will
be available here shortly.