Where we need to improve
Although we aim to get everything right first time, sometimes our performance is not as good as we would like. The main reason that we measure our performance is so we can see where we are not doing so well and make sure that we do something about it.
As at 31/12/2012, our Quarter 3 performance shows decreased performance in the following areas:
Average property relet times
The average overall re-let time for void properties during Quarter 3 was 22.3 days compared to 20.4 days in Quarter 2. The total re-let time for 2012/13 is 20.8 days which still keeps us within the top quartile performance of our peers. This in the main is due to an increase in re-let times for supported tenancies, due to low demand for some of the stock. The majority of these properties had been available for a number of weeks, and in some cases several months.
Average time to complete repairs
The Quarter 3 average completion time for repairs was 4.82 days compared to 4.66 days during Quarter 2. This performance remains within the top quartile performance of our peers, which is 6.7 days. There has been a small increase which can partly be attributed to poor weather conditions during Quarter 3 however all work continues to be arranged by appointment.
Percentage of days lost through sickness
During Quarter 3 sickness levels rose from 1.38% to 2.04%. Long term sickness has increased slightly from 0.40% to 0.43%, with short term sickness also increasing from 0.51% to 1.17%. This was due to the November sickness levels caused by an outbreak of flu/vomiting virus’. The year to date figure still remains within our 2% top quartile target at 1.42%.
Satisfaction with ASB
Satisfaction with the way in which ASB cases were dealt with achieved 73% during Quarter 3, compared to 93% in Quarter 2 and 96% in Quarter One. From the 61 cases surveyed during Quarter 3, 16 were dissatisfied with the service. Whilst there has been a dip in satisfaction during Quarter 3, satisfaction for the year to date during 2012/13 is at 84% which is comparable with the top quartile satisfaction achieved by other housing associations.
Satisfaction with complaints handling
Satisfaction with complaints handling during Quarter 3 achieved 77%, compared to 80% in Quarter 2, and 100% in Quarter 1. The year to date figure for 2012/13 is 86%, compared to 88% during 2011/12, and the 81% top quartile benchmark figure of our peers. The seven cases, where customers were not fully satisfied with their complaint handling, have had their complaint reviewed by the Performance and Customer Insight Team, along with the tenant inspectors, to identify and implement improvements with the complaints process.