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How are we performing?





The table below shows how we are performing in key service areas against the service standards set out in our Customer Service Charter.

Having worked with a group of customers, we published our updated Customer Service Charter in April 2010. The Charter includes service standards which reflect those which our customers requested.

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



Service Area: Accessing our services


Service Standard: Answer your telephone call within 20 seconds


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
85% 90% 89.5% 87.9% 88.7% Up Arrow Up Thumb
 



Service Standard: Call customers back within two working days of receiving an enquiry


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
85% 75.5% 78.5% 75.4% 75% Down Arrow Down Thumb
 

Comments: Staff have been reminded of their responsibility to meet this Charter commitment.



Service Standard: Answer all calls with the correct greeting


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 93.3% 96.7% 97.8% 97% Down Arrow Down Thumb
 

Comments: There were some initial difficulties with the automated call feeder at the start of 2010-11 when monitoring was introduced. This has been addressed through staff training and performance is now in line with target on a month by month basis.



Service Standard: Customer Service Team will achieve our agreed quality standard for dealing with telephone calls


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
85% 82.3% 84.8% 86% 86% No Change Arrow Up Thumb
 



Service Standard: Acknowledge correspondence within five working days


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 100% 100% 100% 97.6% Up Arrow Down Thumb
 



Service Standard: Answer your written enquiry within ten working days


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 100% 86.5% 89.8% 87.1% Down Arrow Down Thumb
 



Service Standard: Attend to visitors within three minutes of their arrival


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 100% 100% No change Arrow Up Thumb
 



Service Standard: Keep appointments to within ten minutes of the agreed time


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 100% 100% 94.4% 96.8% Up Arrow Up Thumb
 



Service Standard: Show you identification


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 100% 100% 100% 100% No change Arrow Up Thumb
 



Service Standard: Make appointments that are convenient for you


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 100% 100% 100% 100% No Change Arrow Up Thumb
 





Service Area: Applying for a home


Service Standard: Issue or complete an application within two working days of receiving a request


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 100% 100% 100% 100% No change Arrow Up Thumb
 



Service Standard: Write to you to confirm the outcome of your housing application within ten working days of receiving all the required information


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% N/A N/A N/A N/A N/A N/A
 

Comments: Current systems do not allow for monitoring of this commitment. This will be addressed by updating systems in line with Muir Group's ICT Strategy.




Service Area: New residents


Service Standard: Meet the Lettable Standard


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 100% 100% No change Arrow Up Thumb
 





Service Area: Rent and arrears collection


Service Standard: Send you a rent statement every three months


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 100% 100% No change Arrow Up Thumb
 



Service Standard: Give four weeks notice of any changes in rent


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 100% 100% No change Arrow Up Thumb
 



Service Standard: Provide advice and support within ten working days of your rent account showing arrears


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 100% 100% No change Arrow Up Thumb
 





Service Area: Managing your neighbourhood and homes


Service Standard: Visit you within four weeks of you moving into your new home


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
85% 76.8% 81.4% 83.9% 85% Up Arrow Up Thumb
 



Service Standard: Visit you every two years to carry out a full 'Home Check'


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 36% 44% 56% 68% Up Arrow Down Thumb
 

Comments: Whilst performance is significantly below target, it should be noted that attempts to carry out Home Checks have been made to 80% of Muir group's properties. It should also be noted that as the Home Check process did not commence until June 2009, a full two year cycle had not been completed by year-end.



Service Standard: We will carry out estate walkabouts as published in the 'Local Voices'


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 82% 85% 85.8% 87.8% Up Arrow Down Thumb
 

Comments: The slight underperformance in this commitment is due to staff absence at short notice where it has not been possible to arrange for another member of staff to carry out the estate walkabout.



Service Standard: Produce 'Local Voices' annually and ensure that they reach you in April


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 100% 100% No Change Arrow Down Thumb
 



Service Standard: Remove graffitti within three working days


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
98% 0% 50% 50% 50% No change Arrow Down Thumb
 

Comments: Performance is below target. When the Charter commitments were introduced, contractors were not made aware of the timescale for completing these orders, which is much tighter than that specified within the Schedule of Rates contract. Consequently, a couple of orders were completed outside of the Charter commitment timescale but within the Schedule of Rates timescale. Contractors are now aware of the priority for completing orders to remove graffiti. The poor level of performance is exacerbated by the extremely low number of orders raised.



Service Standard: Remove offensive graffitii within 24 hours


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% N/A N/A N/A N/A N/A N/A
 

Comments: No instances of offensive graffiti were recorded in 2010-11.



Service Standard: Remove fly tipping within three working days


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
98% 60% 50% 66% 65% Down Arrow Down Thumb
 

Comments: Performance is below target. When the Charter commitments were introduced, contractors were not made aware of the timescale for completing these orders, which is much tighter than that specified within the Schedule of Rates contract. Consequently, a couple of orders were completed outside of the Charter commitment timescale but within the Schedule of Rates timescale. Contractors are now aware of the priority for completing orders to remove fly tipping. The poor level of performance is exacerbated by the extremely low number of orders raised.




Service Area: Dealing with anti-social behaviour, hate crime and domestic violence


Service Standard: Respond to extreme cases of anti-social behaviour, domestic violence and hate crime within 24 hours


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 90% 88% 91.2% 92.7% Up Arrow Down Thumb
 

Comments: Whilst performance is below target, cases where extreme ASB was not responded to within 24 hours fell solely in the category of verbal abuse/harassment and not in those of hate crime, domestic abuse or physical violence.



Service Standard: Interview complainants within five working days in cases of serious anti-social behaviour or nuisance


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 87.5% 90.6% 92.9% 94.5% Up Arrow Up Thumb
 



Service Standard: Interview complainants within ten working days in cases of lower level anti-social behaviour or nuisance


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
85% 79.6% 86.4% 86.6% 87.9% Up Arrow Up Thumb
 



Service Standard: All reported cases of anti-social behaviour will have an action plan


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 93.4% 96.9% 97.8% 98.5% Up Arrow Down Thumb
 

Comments: Whilst performance is below target, it is pleasing to report that most ASB cases now have an action plan produced.




Service Area: Aids and adaptations


Service Standard: Fit all minor adaptations within 20 working days


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
98% 100% 100% 99.9% 99.0% Down Arrow Up Thumb
 



Service Standard: Arrange for an Occupational Therapist (OT) to visit you within four weeks of receipt of request


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
80% 72% 82.5% 84.1% 87.8% Up Arrow Up Thumb
 



Service Standard: Major adaptations funded by Muir Group will be completed within six months from the date of request


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
80% 75% 77.8% 77.7% 75.4% Down Arrow Down Thumb
 

Comments: Major adaptations were not carried out in December 2010 and January 2011 in order to prevent a possible overspend on the aids and adaptations budget. This led to some adaptations taking longer to complete than the target completion time.




Service Area: Repairs and Maintenance


Service Standard: Make and keep appointments


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 90.9% 92.6% 93.3% 91.8% Down Arrow Up Thumb
 



Service Standard: Complete jobs on first visit


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
80% 77.5% 80.4% 81.9% 81.5% Down Arrow Up Thumb
 



Service Standard: Complete all repairs to published timescales


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
95% 99.9% 99.9% 99.9% 99.6% Down Arrow Up Thumb
 



Service Standard: Comlpete all planned improvement works within published timescales contained within our information pack


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
90% 43.7% 43.7% 71.1% 79.4% Up Arrow Down Thumb
 

Comments: Performance was below target due to kitchen & bathroom installations not being completed in time early in 2010-11. Several meetings were held with contractors. Contractors are now performing in line with contracts which will be reflected in the performance figures in 2011-12.



Service Standard: Service all gas appliances annually


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
100% 100% 100% 99.85% 99.93% No change Arrow Down Thumb
 

Comments: There were only two properties which did not have current CP12 gas safety certificates as at 31 March 2011. The legal process was underway in both cases.




Service Area: Complaints and feedback


Service Standard: At each stage of our complaints process we will provide you with a full written response within ten working days


2010-11 Target Performance at the end of June 2010 Performance at the end of Sept 2010 Performance at the end of Dec 2010 Performance at the end of Mar 2011 Trend How are we performing against our target?
 
85% 60.2% 59.3% 55.6% 52.8% Down Arrow Down Thumb
 

Comments: A continuous improvement review is now underway with regard to complaints handling.





Key



Up Thumb We are performing above or at our target for 2010/11
Down Thumb We are performing below our target for 2010/11


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