Customer Services
Previous years' performance
The tables below give a flavour of how we performed against our performance indicators in these key areas to the end of the year 2008/09. Although we may not have met all of our own challenging targets, in most areas we improved our performance. Where we hadn't improved we put improvement plans in place with residents involved in ensuring the plans were put into action.
| Performance indicator | Target | Our 2008/09 Performance | Our 2007/08 Performance | Did we improve? | Did we meet our target? |
|---|---|---|---|---|---|
Percentage of customers satisfied with services.. | 81% | 73.3% | 69.9% | Yes | No |
Percentage of customers satisfied that their views are being taken into account. | 65% | 50.2% | 58.8% | No | No |
Percentage of customers satisfied with their neighbourhood as a place to live. | 85% | 67.4% | 77.1% | No | No |
Percentage of customers satisfied with planned maintenance / improvement work. | 92% | 92.2% | 91% | Yes | Yes |
Percentage of customers satisfied with the Reactive Repairs & Maintenance Service. | 88% | 85.9% | 81% | Yes | No |
Percentage of repair work completed at first visit. | 85% | 90% | 81.8% | Yes | Yes |
Percentage of repairs appointments made and kept. | 99% | 95.9% | 99.5% | No | No |
Percentage of emergency repairs completed in target. | 99% | 91.0% | 88.3% | Yes | No |
Percentage of urgent repairs completed in target. | 97% | 92.5% | 83.9% | Yes | No |
Percentage of routine repairs completed in target. | 97.5% | 88.4% | 92.1% | No | No |
Percentage of properties with a valid gas safety certificate. | 100% | 99% | 98.2% | Yes | No |
Percentage of telephone calls to our Contact Centre answered within 30 seconds. | 70% | 67.3% | 69.3% | No | No |
Percentage of complaints resolved at Stage 1. | 95% | 92.5% | 93.9% | No | No |
Percentage of complaints responded to within 10 working days. | 95% | 86.2% | 84.2% | Yes | No |
Average number of working days to respond to complaints. | 10 | 9.2 | 9.6 | Yes | Yes |
Rent & service charge collected as percentage of rent due. | 100.5% | 99.8% | 99.7% | Yes | No |
Current tenant arrears as a percentage of annual rent due. | 4.9% | 4.2% | 4.5% | Yes | Yes |
Percentage of customers referred to debt/money advice/support. | 2.5% | 5.2% | 2.4% | Yes | Yes |
Days to relet vacant properties. | 28 | 34 | 37.6 | Yes | No |
Vacant dwellings as % of stock managed. | 2.2% | 1.8% | 2.3% | Yes | Yes |
Tell us what performance information you would like to see…
We are interested in learning which areas of our performance you, as our customers, find relevant and which you would like to see reported in future editions of Home Matters. Please contact Sarah Rowe, Continuous Improvement Manager using the details provided below with your comments on which performance information you find useful and interesting.
Sarah Rowe, Continuous Improvement Manager
Direct Line: 020 7447 3021
E-mail: Sarah.Rowe@circleanglia.org
Postal Address:
1-7 Corsica Street
London
N5 1JG
