Performance indicators
Our priority is offering residents an excellent service. Our performance shows how we are delivering in key areas. By giving the figures for three month periods, you can see the trends. The figures below are from January to March 2011. You can find the latest figures in the January 2012 edition of Buzz.
If you would like more information, please call Dillon Livingston on 020 8996 4275 or email dillon.livingston@sbhg.co.uk.
Lettings
This shows how long it takes us to re-let an empty property. Our target is 20 days.
| |
Jul to Sep 2010
|
Oct to Dec 2010
|
Jan to Mar 11
|
Trend
|
| Rental property |
20
|
7
|
12
|
|
| Temporary accommodation |
21
|
21
|
14
|
|
Rent
You pay an average weekly rent of £96.61 for a secure tenancy and £97.67 for an assured tenancy. This is lower than many other London housing association.
Rent arrears
We have a target to reduce rent arrears below 4%.
| Arrears |
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Jan to Mar 2011
|
Trend |
| Rental property |
4.85%
|
5.48%
|
5.65%
|
4.46%
|
|
| Temporary accommodation |
4.95%
|
4.62%
|
5.43%
|
4.47%
|
|
| Leaseholders |
3.08%
|
3.79%
|
4.23%
|
3.3%
|
|
| Supported housing |
4.89%
|
5.27%
|
8.22%
|
4.54%
|
|
Complaints
We take any complaints from you very seriously. If something is causes you concern, please let us know. You can do this online, by calling us or dropping into any office.
Our response
We have consistently improved the number of compaints we deal with within our ten day target.
| |
Jan to Mar 2010
|
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Trend |
| Complaints dealt with within ten days |
%
|
%
|
%
|
%
|
|
Repair satisfaction
We know you are interested in two aspects of repair satisfaction.
| |
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Jan 11 to Mar 11
|
Trend
|
|
Repair desk satisfaction
|
98.6%
|
97.2%
|
98.6%
|
97.7%
|
|
| Repair satisfaction |
97.8%
|
97%
|
96.1%
|
93%
|
|
Overall satisfaction
Our absolute priority is to drive up satisfaction levels.
| |
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Jan 11 to Mar 11
|
Trend
|
| Satisfied your views are considered |
82%
|
77%
|
79%
|
71%
|
|
| Overall satisfaction |
90%
|
76%
|
77%
|
76%
|
|
Repair turnaround times
We have consistently improved the time it takes us to carry out repairs.
| |
Jan to Mar 2010
|
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Trend |
| Emergency repairs |
%
|
%
|
%
|
%
|
|
| Urgent repairs |
%
|
%
|
%
|
%
|
|
| Routine repairs |
%
|
%
|
%
|
%
|
|
Gas certificates
We have improved the number of gas safety checks completed.
| |
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Jan 11 to Mar 2011
|
Trend |
| Gas checks completed |
|
|
100%
|
100%
|
|
Your neighbourhood
We have a schedule to visit and inspect your estate on a regular basis.
| |
Apr to Jun 2010
|
Jul to Sep 2010
|
Oct to Dec 2010
|
Jan to Mar 2011
|
Trend |
| Estate inspections completed |
76%
|
60%
|
90%
|
69%
|
|
|