| Area of Performance / service standard | Performance at the end of 2009-10 | Performance at the end of Apr 2010 | Performance trend since the previous month | |
|---|---|---|---|---|
| Repairs completed within time: | ||||
| Emergency (within 24hrs) | 98.9% | 100% | ![]() |
|
| Urgent (within 3 working days) | 98.5% | 100% | ![]() |
|
| Routine 1 (within 10 working days) | 99% | 100% | ![]() |
|
| Routine 2 (within 20 working days) | 97.7% | 100% | ![]() |
|
| Repairs appointments kept where made | 80.3% | 83% | ![]() |
|
| Repairs completed on first visit | 77.4% | 87.2% | ![]() |
|
| Homes with a valid gas safety certificate | 99.9% | 100% | ![]() |
|
| Number of complaints received | 205 | 18 | ![]() |
|
| Number of compliments received | 92 | 6 | ![]() |
|
| 24 hour response to racial harassment | 100% | 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% | No incidents recorded | N/A | |
| Investigate serious anti-social behaviour (ASB) within 5 working days | 87.1% | 75% | ![]() |
|
| Investigate general nuisance/anti-social behaviour within 10 working days | 80.3% | 75% | ![]() |
|
| Average time that void properties are left empty (days) | 29.12 | 25.5 | ![]() |
|
| Amount of rent collected out of rent due | 99.36% | 89.48% | ![]() |
|
| Customer Service Team to answer calls within 20 seconds | 85.6% | 92.3% | ![]() |
|
| New tenancy visits within 4 weeks | 62.1% | 66% | ![]() |
|
| Encourage residents to become members of the Think Tank | 194 members | 197 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