Housing performance indicators

Housing performance indicators
Housing performance indicators Year to date November December January Target
Current tenant notional rent arrears

2.17%

2.3% 2.16% 2.17% 2.2%
Properties acquired and due by year end  184 197 184 184 197
Average time taken to re-let standard voids 21.5 days 24.5 25.4 21 15 days
Average time taken to re-let major works voids 52.2 days 56 48.5 71 42 days

Repairs performance indicator

Repairs performance indicator
Performance indicator Year to date November December January Target
% Fire Risk Assessments completed in target 100% 100% 100% 100% 100%
Average days taken to complete responsive repairs 9.8 days 8.96  9.1 9 20 days
% Responsive repairs completed in target time 99.4% 99% 99.8% 99.4% 95%

Service performance indicators

Service performance indicators
Service performance indicators Year to date November December January Target
% of CEC calls dealt with at first point of contact 86.1% 86.5% 88.6% 86.2% 85%
% of CEC calls abandoned before answer 2.9% 2.3% 2.3% 2.6% 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 November December January
Number of stage 1 complaints closed 241 31 13 19
Number of stage 2 complaints closed 4 0 0 1
Number of Ombudsman complaints closed 1 0 0 0
% of stages acknowledged within two working days 97.1% 100% 100% 94.7%
% of stages responded to within 10 working days 87.1% 80.6% 92.3% 89.5%
Average days to respond to stage 1 and 2 complaints 83.1 days 15.6 6.1 7.4

Complaint characteristics

Measure Year to date November December January
Number of property investment complaints closed 56 5 5 5
Number of DSO (repairs, maintenance, landscaping stage 1 complaints closed 136 16 5 12
Number of housing stage 1 complaints closed 49 10 3 2
% of complaint stages upheld 28.6% 19.4% 7.7% 40%
% of complaint stages partially upheld 25.7% 25.8% 30.8% 35%
% of housing complaints not upheld 41.2% 51.6% 46.2% 15%