General enquiries: 0800 048 2325 - Repairs hotline: 0800 169 5454
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Our Current Performance

Our service standards are our commitment to our customers. We have put in place a series of standards that we can measure and publish our performance against.

We already monitor our performance and use this information to continually improve our service delivery. We are now looking at ways to share this information with you, to show how we are learning as a result of your feedback on our service delivery."

The information on this page represents an overview of our performance in certain key area's, to see more detail click on one of the tables below.

Repairs

Definition
Performance
Trend
% of customers satisfied with the completed repair
No Change
No Change
% of customers satisfied with the precautions taken to protect your belongings and how the area was left
No Change
No Change
% of customers satisfied with the arrangements made for the trades person to attend the property
Improvement
Improvement
% of emergency repairs completed on time
Improvement
No Change
% of urgent repairs completed on time
Improvement
No Change
% of routine repairs completed on time
Improvement
No Change
Comment - Good performance on emergency repairs, but we need to do better on making arrangements with customers. We are looking at ways we can improve on this and hope to show a positive improvement over the coming months.

Customer Care

Definition
Performance
Trend
% of customers satisfied with the complaints process
Improvement
Improvement
% of complaints resolved satisfactorily at stage 1
Improvement
Improvement
% of complaints responded to with full written response or holding letter within the deadline
No Change
No Change
Comment - A high volume of complaints led to us miss our stretch target of five working days to respond to a number of complaints, although all complaints have been resolved within stage 1.

Housing Management

Definition
Performance
Trend
% of customers satisfied with how well they were kept informed about the progress of their enquiry
No Change
No Change
% of customers satisfied that their query/issue was resolved with the information given
Improvement
No Change
% of customers satisfied with the overall service provided
Improvement
No Change
Comment - Positive performance with satisfaction targets mostly achieved, but numbers fractionally down from the last quarter.