How do we monitor performance?
Key Performance Indicators
As at 30th September 2009 our performance figures for this quarter are:-
Performance on rent arrears
- 5.47% for general needs housing
- 0.52% for shared ownership
Performance on repairs
- 70% Emergency repairs (24 hours)
- 96% Urgent repairs (7 days)
- 96% Routine repairs (28 days)
- 90% Overall
- 100% Gas Servicing
Satisfaction Quesionnaire
The Association undertakes the following satisfaction surveys:-
Repairs
This survey is posted out with every repair reported:-
- 88% of appointments were made and kept
- 88% of repairs were completed on the first visit
- 100% were satisfied with the way the repair request was dealt with
- 100% were satisfied with the time taken before the work started
- 88% said the contractor was helpful, polite and treated the resident and their home with respect
- 100% said the contractor kept mess to a minimum
- 93% of overall satisfaction
Telephone Answering Service
This survey is completed on a 6 monthly basis with a radom status survey of 50% of total residents. The results below are for the period ending 30th September 2009:
- 100% are satisfied the telephones are answered promptly
- 100% are satisfied the telephones are answered in a friendly and helpful manner
- 100% are happy with the way their telephone query was handled
Lettings
This survey is completed 2 weeks after a residents move into their new home:
- 100% are overall satisfied with the letting of their new home
Others
- Status Survey conducted on a 3 yearly cycle
click here to view the status survey for 2006