Customer Committee Scorecard

Our Customer Committee ensure that consumer standards are being met, value for money is being achieved and excellent services are being delivered. We report our progress to them every quarter.

Quarter 2 Performance Measures 24

Contents

Empty Homes

% of lettable homes currently occupied

  • Actual: 98.4%
  • Target: 100%

Number of properties allocated

  • Information updated on a bi-annual basis 

Average number of days to re-let

  • Actual: 95.52 days
  • Target: 85 days

 

Landlord health & safety compliance

% of eligible properties with a current Landlord Gas Safety Record

  • Actual: 99.99%
  • Target: 100%

Number of overdue remedial actions arising from a Landlord Gas Safety Check

  • Actual: 1
  • Target: 0

% of domestic properties with a current electrical installation condition report

  • Actual: 100%
  • Target: 100%

Number of overdue remedial actions arising from a domestic electrical installation condition report

  • Actual: 37
  • Target: 0

% of non-domestic properties with a current fire risk assessment

  • Actual: 100%
  • Target: 100%

Number of overdue actions arising from a fire risk assessment

  • Actual: 2
  • Target: 0 

 

Repairs

% of emergency repairs completed within target (year to date)

  • Actual: 98.27%
  • Target: 100%

% of repairs competed right first time

  • Actual: 92.91%
  • Target: 85%

% of non-emergency repairs completed within target timescale (year to date)

  • Actual: 69.09%
  • Target: 85%

Average number of days to complete a repair (inc. emergencies in December 25)

  • Actual: 12.02
  • Target: 28 days

 

Stock condition

% of homes that meet the requirements of the Decent Homes Standard

  • Actual: 99.96%
  • Target: 100%

% of homes with a current stock condition survey

  • Actual: 99.32%
  • Target: 100%

 

Neighbourhoods and communities

% of anti-social behaviour cases responded to in target timescale

  • Actual: 89%
  • Target: 100%

Average number of days to resolve an anti-social behaviour case

  • Actual: 55 days

 

Customer contact

Number of calls presented

  • Actual: 89,165

% of calls answered within 120 seconds

  • Actual: 61%
  • Target: 80%

% of call abandoned 

  • Actual: 15%
  • Target: 5%

 

Income

% of rent collected

  • Actual: 100.6%
  • Target: 100.3%

% of rent arrears as a % of the debit

  • Actual: 1.84%
  • Year to date target: 1.53%

% of rent lost through empty homes

  • Actual: 1.89%
  • Year to date target: 1.53%