How are we doing

 

Performance

We're committed to improving our performance in all areas of service delivery.  

Close monitoring means we can check whether services are delivered efficiently and to a high standard. Most importantly it shows us where we need to improve.

We set ourself targets for our performance, based on the service we think our customers should receive, how we did last year, and how other similar organisations perform. Our assessment of 'how are we doing' with each performance indicator is based on these three things.

Some key performance areas we measure and monitor include: 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Want to know more?

• Performance information for November 2011
• Annual Report for Residents
  

Complaints

Each year we assemble a report which summarises the complaints we have received from residents. This also identifies what we have learned from those complaints and what we have changed as a result of them. The most recent report can be downloaded below.

• Complaints report

Top 10 Service Standards – How are we doing

Last year we worked with a group of residents to identify which of our service standards residents most wanted us to report back on. Every three months we will publish how we are doing against the standards the group prioritised. This report covers October to December 2011.

Standard	Last time	How Are We Doing
Keeping you informed We will let you know quickly when there are changes to the staff who work in your neighbourhood.	In October 2010 we put up additional external communal notice boards which display contact details and performance information. Between July and September 2011 68% of residents surveyed felt they were kept informed.	We continue to use the new notice boards as well as Neighbourhood newsletters to advise of changes to contact details. Between October and December 69% of residents felt that they were kept informed.
Getting involved We will consult with you about issues affecting your home and neighbourhood.	Between July and September 2011, 74% of residents surveyed were satisfied with the opportunities to get involved.Each Neighbourhood has in place an Action Plan drawn up in consultation with residents.	Between October and December 2011 76% of residents were satisfied with the opportunities to get involved. Leasehold focus groups meet every last Thursday of each month.
Anti-social behaviour We will keep you informed of what we are doing and let you know what happens when cases are closed.	Between July to September 2011 82% of residents surveyed were satisfied with how their ASB complaint was handled and with its outcome.	Between October to December 2011 68% of residents who were surveyed were satisfied with the outcome of their ASB complaint.
Outside your front door We will carry out monthly inspections and publish the results.	Between July and September 2011 100% of our monthly estate inspections were carried out. Results are published on website and notice-boards.	Between October and November 100% of our monthly estate inspections were carried out.
We will remove offensive graffiti within 1 working day and all other graffiti within 7 days.	Betwen July and September we received 60 reports of graffiti, all were removed within target.	Between October to December 2011 we received 37 reports of graffiti, all removed within target.
We will move dumped bulk rubbish to a safe place and remove within one working day.	Between July and September 95% of all bulk rubbish was removed within one working day.	Between October to December 2011 97% of all bulk rubbish was removed within one working day.
Repairs inside your home We will offer a choice of 3 appointment time slots :  Morning  8am to 10:30am,  Mid-day  10:30am to 2:30pm,  Afternoon  2:30pm to  5:00pm	Between January and March 90% of residents surveyed said they had been offered an appointment slot. No data for Last two quarters	Between October and December 97% said they had been offered an appointment slot.
We will complete your repair correctly on the first visit, whenever we can	In May 2011 92% of repairs were completed correctly on first visit; 92% for the year as a whole.	In November 94% of repairs  were completed correctly on first visit; and so far this year 93.23% were completed on the first visit.
Your Tenancy We will investigate all tenancies that we suspect to be illegally subletting	As a result of our tenancy audits between July and September we recovered 12 properties, giving a total for the year of 13.	Between October to December 6 properties were recovered, giving a total for the year of 19.
We will take legal action if you persistently break tenancy rules.	During April to September 2011, there was no eviction for ASB.	In October we evicted 10 tenants all for ASB.

Want to know more?

Each year we will also let you know how we are performing against all of our published service standards. The first full report was published in October 2010. The second can be downloaded below  

• Performance against service standards report - April 2010 to March 2011