How are we doing?
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We collect detailed performance information from across the organisation, including rent collection, repairs and antisocial behaviour.
The performance indicators reflect the standards set out by the Tenants Services Authority and we compare our results against other ALMOs (Arms Length Management Organisations) across the country.
We also monitor our performance closely against targets, which are challenging but achievable.
Our performance indicators, targets and their results, can be found on this webpage. Please click on an appropriate link below:
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Financial Year 2011- 2012 Quarter 3 (October 2011 - December 2011)
- Re-let our housing in 18 days. We achieved 16 days. (December figure).
- Respond to complaints within timescales. Our target was 95%. We achieved 97.06%.
- Ensure that ASB complainants are satisfied with the outcome. Our target was 75%. We achieved 74.36%.
- Ensure that tenancy offers are accepted first time. Our target was 80%. We achieved 84.33%.
- Homes Direct- Answer calls within 20 seconds or less. Our target was 80%. We achieved 65.80%.
- Collect rent owed each month. Out target was £98.15 of every £100 owed. We achieved £98.13.
- Keep tenants with 7 or more weeks rent arrears to a minimum. Our target was 1.75%. We achieved 1.77%.
- Have a valid gas certificate for properties. Our target was 99.5%. We achieved 99.97%.
- Complete routine repairs within 20 calendar days. Our target was 99%. We achieved 98.83%.
- Complete urgent repairs within 7 calendar days. Our target was 99.5%. We achieved 98.12%.
- Complete emergency repairs within 1 calendar day. Our target was 99.75%. We achieved 98.92%.
You can also view a round-up of how we have done between October- December 2011 on page 14 of the March issue of Tenants Update.
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Financial Year 2011- 2012 Quarter 2 (July - September 2011)
- Re-let our housing in 18 days. We achieved 20 days. (September figure).
- Respond to complaints within timescales. Our target was 95%. We achieved 98.04%.
- Ensure that ASB complainants are satisfied with the outcome. Our target was 75%. We achieved 74.4%.
- Ensure that tenancy offers are accepted first time. Our target was 80%. We achieved 85.31%.
- Homes Direct- Answer calls within 20 seconds or less. Our target was 80%. We achieved 38.80%.
- Collect rent owed each month. Out target was £97.70 of every £100 owed. We achieved £97.46.
- Keep tenants with 7 or more weeks rent arrears to a minimum. Our target was 1.75%. We achieved 1.74%.
- Have a valid gas certificate for properties. Our target was 99.5%. We achieved 99.96%.
- Complete routine repairs within 20 calendar days. Our target was 99.5%. We achieved 98.57%.
- Complete urgent repairs within 7 calendar days. Our target was 99.5%. We achieved 99%.
- Complete emergency repairs within 1 calendar day. Our target was 99.75%. We achieved 99.75%.
You can also view a round-up of how we have done between July-September 2011 on page 14 of December’s issue of Tenants Update.
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Financial Year 2011-2012 Quarter 1 (April - June 2011)
- Re-let our housing in 18 days. We achieved 17 days. (June figure).
- Respond to complaints within timescales. Our target was 95%. We achieved 98.15%.
- Ensure that tenancy offers are accepted first time. Our target was 80%. We achieved 76.87%.
- Collect rent owed each month. Out target was £98.25 of every £100 owed. We achieved £97.45.
- Keep tenants with 7 or more weeks rent arrears to a minimum. Our target was 2.05%. We achieved 1.69%.
- Have a valid gas certificate for properties. Our target was 99.5%. We achieved 99.92%.
- Complete routine repairs within 20 calendar days. Our target was 99.%. We achieved 98.03%.
- Complete urgent repairs within 7 calendar days. Our target was 99.5%. We achieved 99.17%.
- Complete emergency repairs within 1 calendar day. Our target was 99.75%. We achieved 99.74%.
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Financial Year 2010-2011 Quarter 4 (January - March 2011)
- Re-let our housing in 24 days. We achieved 15 days. (March figure).
- Respond to complaints within timescales. Our target was 95%. We achieved 96.43%.
- Ensure that ASB complainants are satisfied with the outcome. Our target was 98%. We achieved 100%.
- Ensure that tenancy offers are accepted first time. Our target was 80%. We achieved 78.26%.
- Homes Direct- Answer calls within 20 seconds or less. Our target was 90%. We achieved 62.40%.
- Collect rent owed each month. Out target was £98.20 of every £100 owed. We achieved £98.38.
- Keep tenants with 7 or more weeks rent arrears to a minimum. Our target was 2.05%. We achieved 1.80%.
- Have a valid gas certificate for properties. Our target was 99.5%. We achieved 99.93%.
- Complete routine repairs within 20 calendar days. Our target was 99.%. We achieved 99.59%.
- Complete urgent repairs within 7 calendar days. Our target was 99.5%. We achieved 99.25%.
- Complete emergency repairs within 1 calendar day. Our target was 99.8%. We achieved 99.51%.
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