Telephone us on 0300 123 1222 24 hours a day.
Between 8.00am and 6.00pm, Monday to Friday, our Customer Services Team are available to help you.
Outside of these hours, our out of hours service is available to help you with any emergencies or general enquiries.
Textphone (Minicom) for customers with hearing difficulties: 0300 123 3005
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.

Having worked with a group of customers, we have recently published our updated Customer Service Charter. The Charter includes service standards which reflect those which our customers requested. This report will be updated to include these service standards in the near future.

All the figures shown are based on our performance for the year to date since April 2010. They will be updated on a monthly basis.

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


Key



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