Call our Customer Services Team on 0300 123 1222
(lines are open 8am – 6pm Monday to Friday)
Textphone (Minicom) for customers with hearing difficulties: 0300 123 3005
Our out of hours emergency number is: 0845 601 3105
or, for non-emergency enquiries, click here to fill in our online form

How are we performing?


The table below shows how we are performing in key service areas and against some of the service standards set out in our Customer Service Charter. The service standard areas shown are highlighted with blue text, and are those which we currently measure.

We have been working with a group of customers to revise our Customer Service Charter. The updated Customer Service Charter is due to be published in the near future and will include service standards which reflect those which our customers have requested. This report will be updated to include these service standards once the revised Charter has been published.

All the figures shown are based on our performance for the year to date since April 2009. They will be updated on a monthly basis.

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% Up Arrow
Urgent (within 3 working days) 95.7% 98.5% Up Arrow
Routine 1 (within 10 working days) 97.2% 99.1% Up Arrow
Routine 2 (within 20 working days) 98.4% 97.6% Up Arrow
 
Satisfaction with the repairs service 91% 91% Unmoved Arrow
 
Repairs appointments kept where made N/A 88.7% Up Arrow
 
Repairs completed on first visit N/A 82.4% Up Arrow
 
Homes with a valid gas safety certificate 99.9% 99.1% Down Arrow
 
Number of complaints received 226 161 Up Arrow
 
Number of compliments received 77 74 Up Arrow
 
Complaints will be taken and dealt with in line with procedure targets from Performance Indicators * 83.5% 83.5% Unmoved Arrow
 
24 hour response to racial harassment 66.6% 100% Unmoved Arrow
 
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% Unmoved Arrow
 
Investigate serious anti-social behaviour (ASB) within 5 working days 54.5% 75.8% Down Arrow
 
Investigate general nuisance/anti-social behaviour within 10 working days 66.3% 83% Up Arrow
 
Average time that void properties are left empty (days) 26 29.1 Up Arrow
 
Amount of rent collected out of rent due 99.19% 97.73% Up Arrow
 
Customer Service Team to answer calls within 20 seconds 84.6% 85.0% Down Arrow
 
Office signs, condition and appearance of offices * 83.3% 87.3% Unmoved Arrow
 
Greeting visitors in a courteous and friendly way * 80% excellent, 20% very good 100% excellent Unmoved Arrow
 
Range of information on display in offices * 100% 100% Unmoved Arrow
 
Visitors attended to within 3 minutes of arrival * 100% 100% Unmoved Arrow
 
Information will use clear and simple language * 93.3% 96.7% Unmoved Arrow
 
Alternate format provision for service information provided * 76.7% 83.3% Unmoved Arrow
 
New tenancy visits within 4 weeks 88.5% 79.4% Down Arrow
 
Encourage residents to become members of the Think Tank 194 members 208 members Up Arrow


Key


* Those areas of performance marked with a * are independently assessed by Quality Housing Services (QHS) by office audits or mystery shopping. Performance in these areas will only be updated when QHS audit and/or mystery shopping reports are received.

Up Arrow Performance has improved since the previous month
No Movement Arrow Performance has stayed the same since the previous month
Down Arrow Performance has gone down since the previous month