Housing performance indicators

Housing performance indicators
Housing performance indicators Year to date January February  March Target
Current tenant notional rent arrears

2.17%

2.17% 2.16%   2.2%
Properties acquired and due by year end  177 184 178 177 197
Average time taken to re-let standard voids 25.3 days 36.3 39.9 24.9 15 days
Average time taken to re-let major works voids 64.3 days 71 112 93.3 42 days

Repairs performance indicator

Repairs performance indicator
Performance indicator Year to date January February March  Target
% Fire Risk Assessments completed in target 100% 100% 100% 100% 100%
Average days taken to complete responsive repairs 9.8 days 9 9.4 10.5 20 days
% Responsive repairs completed in target time 99.2% 99.4% 99.4% 99% 95%

Service performance indicators

Service performance indicators
Service performance indicators Year to date January February March Target
% of CEC calls dealt with at first point of contact 85.8% 86.2% 91.9% 86.6% 85%
% of CEC calls abandoned before answer 2.9% 2.6% 2.7% 2.5% 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 January February March
Number of stage 1 complaints closed 282 19 19 22
Number of stage 2 complaints closed 5 1 0 1
Number of Ombudsman complaints closed 1 0 0 0
% of stages acknowledged within two working days 97.5% 94.7% 94.7% 100%
% of stages responded to within 10 working days 87.6% 89.5% 89.5% 86.4%
Average days to respond to stage 1 and 2 complaints 9 days 7.4 6.9 12

Complaint characteristics

Measure Year to date January February March
Number of property investment complaints closed 56 5 2 1
Number of DSO (repairs, maintenance, landscaping stage 1 complaints closed 165 12 14 15
Number of housing stage 1 complaints closed 58 2 3 6
% of complaint stages upheld31% 31% 40% 36.8% 52.2%
% of complaint stages partially upheld 24.4% 35% 26.3% 8.7%
% of housing complaints not upheld 40.1% 15% 36.8% 30.4%