Housing performance indicators

Housing performance indicators
Housing performance indicators Year to date August September October Target
Current tenant notional rent arrears

2.3%

2.3% 2.2% 2.3% 2.2%
Properties acquired and due by year end  197 197 197 197 197
Average time taken to re-let standard voids 20.2 days 20.4 20.6 18.3 15 days
Average time taken to re-let major works voids 49.2 days 64.8 54.8 59 42 days

Repairs performance indicator

Repairs performance indicator
Performance indicator Year to date August September October Target
% Fire Risk Assessments completed in target 100% 100% 100% 100% 100%
Average days taken to complete responsive repairs 10.2 days 9.78 9.34 11.34 20 days
% Responsive repairs completed in target time 99.4% 99.3% 99.1% 99.4% 95%

Service performance indicators

Service performance indicators
Service performance indicators Year to date August September October Target
% of CEC calls dealt with at first point of contact 85.64% 85.8% 83.56% 86.67% 85%
% of CEC calls abandoned before answer 3.1% 3.24% 3.96% 3.16% 5%

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 to date August September October
Number of stage 1 complaints closed 177 25 25 21
Number of stage 2 complaints closed 3 0 0 0
Number of Ombudsman complaints closed 1 1 0 0
% of stages acknowledged within two working days 96% 100% 96% 100%
% of stages responded to within 10 working days 83.1% 88% 92% 85.7%
Average days to respond to stage 1 and 2 complaints 8.3 days 8.7 7.9 10.2

Complaint characteristics

Measure Year to date August September October
Number of property investment complaints closed 41 5 3 6
Number of DSO (repairs, maintenance, landscaping stage 1 complaints closed 103 12 12 13
Number of housing stage 1 complaints closed 33 8 10 2
% of complaint stages upheld 30% 36% 16% 23.8%
% of complaint stages partially upheld 24.4% 36% 16% 42.9%
% of housing complaints not upheld 42.2% 24% 64% 33.3%