| Area of Performance / service standard | Performance at the end of 2008-09 | Performance at the end of Jan 2009 | Performance trend since last month | |
|---|---|---|---|---|
| Repairs completed within time: | ||||
| Emergency (within 24hrs) | 97% | 98.8% | ![]() |
|
| Urgent (within 3 working days) | 95.7% | 98.5% | ![]() |
|
| Routine 1 (within 10 working days) | 97.2% | 99.1% | ![]() |
|
| Routine 2 (within 20 working days) | 98.4% | 97.6% | ![]() |
|
| Satisfaction with the repairs service | 91% | 91% | ![]() |
|
| Repairs appointments kept where made | N/A | 88.7% | ![]() |
|
| Repairs completed on first visit | N/A | 82.4% | ![]() |
|
| Homes with a valid gas safety certificate | 99.9% | 99.1% | ![]() |
|
| Number of complaints received | 226 | 161 | ![]() |
|
| Number of compliments received | 77 | 74 | ![]() |
|
| Complaints will be taken and dealt with in line with procedure targets from Performance Indicators * | 83.5% | 83.5% | ![]() |
|
| 24 hour response to racial harassment | 66.6% | 100% | ![]() |
|
| 24 hour response to homophobic and transphobic harassment | No incidents recorded | No incidents recorded | N/A | |
| 24 hour response to incidents of domestic violence | 100% | 100% | ![]() |
|
| Investigate serious anti-social behaviour (ASB) within 5 working days | 54.5% | 75.8% | ![]() |
|
| Investigate general nuisance/anti-social behaviour within 10 working days | 66.3% | 83% | ![]() |
|
| Average time that void properties are left empty (days) | 26 | 29.1 | ![]() |
|
| Amount of rent collected out of rent due | 99.19% | 97.73% | ![]() |
|
| Customer Service Team to answer calls within 20 seconds | 84.6% | 85.0% | ![]() |
|
| Office signs, condition and appearance of offices * | 83.3% | 87.3% | ![]() |
|
| Greeting visitors in a courteous and friendly way * | 80% excellent, 20% very good | 100% excellent | ![]() |
|
| Range of information on display in offices * | 100% | 100% | ![]() |
|
| Visitors attended to within 3 minutes of arrival * | 100% | 100% | ![]() |
|
| Information will use clear and simple language * | 93.3% | 96.7% | ![]() |
|
| Alternate format provision for service information provided * | 76.7% | 83.3% | ![]() |
|
| New tenancy visits within 4 weeks | 88.5% | 79.4% | ![]() |
|
| Encourage residents to become members of the Think Tank | 194 members | 208 members | ![]() |
|
Performance has improved since the previous month
Performance has stayed the same since the previous month
Performance has gone down since the previous month