Key Performance Indicators

Here is a quick look at our performance and how we are doing. We will update you with our performance in each newsletter and on our website.

Take a look at how we're doing.

July - September 2020

Appointments Kept

Target: 100
Actual: 92.07

This is the percentage of repairs appointments kept by our operatives when visiting customers' homes.

Complaints

48

Breakdown of the number and nature of complaints received from customers between July - September 2020. The number of complaints has increased this quarter from 39 in the previous quarter.

Emergency Repairs

Target: 100
Actual: 100

Emergency repairs include anything that could cause danger to health, residents' safety, or serious damage to property. Our target for dealing with emergency repairs is 24 hours.

Fixed First Time

Target: 85
Actual: 81.71

This is the percentage of repairs fixed on the first appointment.

Gas servicing

Target: 100
Actual: 99.57

Percentage of gas services completed within 12 months.

Rent Arrears

Target: 3.10
Actual: 3.33

The percentage of customers who have rent payments overdue.

Rent Collection

Target: 100.05
Actual: 101.27

The amount of rent we have collected that was due in the quarter. Sometimes this is more than 100% because of timing differences between rent charged and received.

Areas Of Complaints...

2 Rent and Service Charges

1 ASB

3 Compliance

6 Other

32 Repairs

4 Staff / Customer Service

Outcome Of Complaints...

Of the complaints that we have received a full response to date

31% Partially Upheld

Of the complaints that we have received a full response to date

38% Upheld

Of the complaints that we have received a full response to date

31% Not Upheld

79% of complaints received a full response within 10 working days

96% of complaints acknowledged within 3 working days