Housing performance indicators

Housing performance indicators
Housing performance indicators Year to date Jan Feb Mar Target
Current tenant notional rent arrears

2.19%

2.30% 2.32% 2.19% 2.00%
Properties acquired and due by year end  183 183     168
Average time taken to re-let standard voids 16.7 days 15.9 16.6 17.8 12 days
Average time taken to re-let major works voids 39.5 days 45.5 30.3 49.0 42 days

Repairs performance indicator

Repairs performance indicator
Performance indicator Year to date Jan Feb Mar Target
% Fire Risk Assessments completed in target 100% 100% 100% 100% 100%
Average days taken to complete responsive repairs 9.73 days 10.25 10.18 6.60 8 days
% Responsive repairs completed in target time 99.21% 99.63% 98.77% 98.79% 95%

Service performance indicators

Service performance indicators
Service performance indicators Year to date Jan Feb Mar Target
% of CEC calls dealt with at first point of contact 86.02% 85.88% 87.56% 82.31% 85%
% of CEC calls abandoned before answer 2.13% 1.49% 1.34% 4.02% 5%
% of complaints stages responded to within 10 working days 89.26% 100% 100% 78.26% 95%

How we handle complaints

We are committed to providing quality services and welcome any compliments, suggestions or complaints because they let us know what we are doing right and where we need to improve. We look at how many complaints we receive, whether they are upheld and how we can learn from them. Below is a summary of our current complaints performance.

Complaints performance
Measure Year Oct Nov Dec
Number of stage 1 complaints closed 101 8 9 23
Number of stage 2 complaints closed 2 0 0 1
Number of Ombudsman complaints closed 1 0 0 1
% of stages acknowledged within 2 working days 94.1% 100% 77.8% 100%
% of stages responded to within 10 working days 90.1% 100% 100% 95.7%
Average days to respond to stage 1 and 2 complaints 6.4days 4.6 6.3 4.1

Complaint characteristics

Measure Year Oct Nov Dec
Number of property investment complaints closed 16 0 2 1
Number of DSO (repairs, maintenance, landscaping stage 1 complaints closed 59 6 2 19
Number of housing stage 1 complaints closed 26 2 5 3
% of complaint stages upheld 11.7% 0% 11.1% 4.2%
% of complaint stages partially upheld 19.4% 12.5% 22.2% 0%
% of housing complaints  not upheld 48.5% 62.5% 66.7% 16.7%