Current Performance

Our service standards are our commitment to our customers. We have put in place a series of standards that we can measure and publish our performance against.

We already monitor our performance and use this information to continually improve our service delivery. We are now looking at ways to share this information with you, to show how we are learning as a result of your feedback on our service delivery.

The information on this page represents an overview of our performance in certain key area's, to see more follow the link below the table.

Overall Satisfaction - Operations Department

Survey	Sent	Returned	Overall Satisfaction	Target 90%	Benchmark %
Area Office	150	92	92/100%	Achieved	88.6
Housing Needs Advice	53	53	46/86%	Failed	88.6
Housing Options	0	0	0/0%		88.6
Neighbourhood Wardens	2	2	2/100%	Achieved	88.6
ASB Unit	8	8	8/100%	Achieved	88.6
Support24	12	12	12/100%	Achieved	88.6
Equipment and Adaptations	7	7	7/86%	Achieved	88.6

Repairs

Definition	Performance	Trend
% of customers satisfied with the completed repair	Up	Down
% of customers satisfied with the precautions taken to protect your belongings and how the area was left	Up	Down
% of customers satisfied the repair was completed at a time convenient to them	Up	Down
% of emergency repairs completed on time	Up	No Change
% of urgent repairs completed on time	Up	Up
% of routine repairs completed on time	Up	No Change
Comment - 100% of emergency and urgent repairs completed on time with all other targets exceeded showing excellent performance for the third quarter of 2011/12, however in three cases, we were slightly down compared to Q2.

Repairs more detail ( PDF 83kb opens in new window)

Customer Care

Definition	Performance	Trend
% of customers satisfied with the complaints process	No Change	No Change
% of complaints resolved satisfactorily at stage 1	Up	No Change
% of complaints responded to with full written response or holding letter within the deadline	Down	Down
Comment - A slightly disappointing Q3 result with 1 complaint not receiving a full written response or holding letter within the 10 working day deadline however this is an improvement on the previous quarter (2 in Q2).

Customer Care more detail ( PDF 81kb opens in new window)

Housing Management

Definition	Performance	Trend
% of customers satisfied with how well they were kept informed about the progress of their enquiry	Up	Down
% of customers satisfied that their query/issue was resolved with the information given	Up	Down
% of customers satisfied with the overall service provided	Up	Up
Comment - Excellent service results in Q3 2011/12 with 100% overall satisfaction, however in two cases, we were slightly down compared to Q2.