How do we monitor performance
Key Performance Indicators
As at 30th June 2008 we have a total of 425 rented properties and 45 shared ownership properties. Our performance figures for this quarter are:-
Performance on rent arrears
- 3.04% for general needs housing
- 0.78% for shared ownership
Performance on repairs
Repairs completed on time for quarter ending 30th June 2008:
- 100% Emergency repairs (24 hours)
- 98% Urgent repairs (7 days)
- 100% Routine repairs (28 days)
- 99% Overall
Satisfaction Quesionnaire
The Association undertakes the following satisfaction surveys:-
Repairs
This survey is posted out with every repair reported:-
- 88% were satisfied that the work had been carried out on time
- 95% were satisfied with the completed work
- 98% said the contractor made a convenient appointment
- 100% said the contractor was polite and helpful
- 95% said it was happy to report a repair
Telephone Answering Service
This survey is completed on a 6 monthly basis with a radom status survey of 10% of total residents. The results below are for the period ending 31st March 2008:
- 100% are satisfied the telephones are answered promptly
- 100% are satisfied the telephones are answered in a friendly and helpful manner
- 100% are happy with the way their telephone query was handled
Lettings
This survey is completed 2 weeks after a residents move into their new home:
- 100% are overall satisfied with the letting of their new home
Others
- Status Survey conducted on a 3 yearly cycle
click here to view the status survey for 2006