How do we monitor performance

Performance on rent arrears

• 2.99% for general needs housing
• 4.86% for shared ownership

Performance on repairs

• 100% Emergency repairs (24 hours)
• 96% Urgent repairs (7 days)
• 97% Routine repairs (28 days)
• 97% Overall

Satisfaction Quesionnaire

The Association undertakes the following satisfaction surveys:-

Repairs

This survey is posted out with every repair reported:-

• 100% were satisfied that the work had been carried out on time
• 100% were satisfied with the completed work
• 97% said the contractor made a convenient appointment
• 100% said the contractor was polite and helpful
• 100% 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:

• 87% are satisfied the telephones are answered promptly
• 100% are satisfied the telephones are answered in a friendly and helpful manner
• 80% 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