General enquiries: 0800 048 2325 - Repairs hotline: 0800 169 5454
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 | ||
| % of customers satisfied with the precautions taken to protect your belongings and how the area was left | ||
| % of customers satisfied with the arrangements made for the trades person to attend the property | ||
| % of emergency repairs completed on time | ||
| % of urgent repairs completed on time | ||
| % of routine repairs completed on time | ||
| 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 | ||
| % of complaints resolved satisfactorily at stage 1 | ||
| % of complaints responded to with full written response or holding letter within the deadline | ||
| 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 | ||
| % of customers satisfied that their query/issue was resolved with the information given | ||
| % of customers satisfied with the overall service provided | ||
| Comment - Positive performance with satisfaction targets mostly achieved, but numbers fractionally down from the last quarter. | ||
