Shepherds Bush Housing Group

Performance indicators

Our priority is offering residents an excellent service. Our performance over the past year shows how we are delivering in key areas. By giving the figures for three month periods, you can see the trends. You can also see how other housing associations performed between July and September 2009 which is the last full three month period before the publication of our residents' magazine Buzz. The next Buzz is in April 2010.

If you would like more information, please call Dillon Livingston on 020 8996 4275 or email dillon.livingston@sbhg.co.uk.

Lettings
We have improved the time it takes to relet properties by 19 days since last year.

 

Oct to Dec 2008

Jan to Mar 2009 Apr to Jun 2009 Jul to Sep 2009

Trend  

Other housing associations
Rental property

 49

43

30 

30 

 48

Temporary accommodation

 31

29 

56 

56 

 21



Rent
You pay an average weekly rent of £75.50 for a secure tenancy and £89.92 for an assured tenancy. This is lower than other housing associations who charge, on average, £83.33 for secured and £91.71 for assured. 

Rent arrears
We have a target to reduce rent arrears below 5%. This year we exceeded our 5% target for supported housing and leaseholder rent arrears. 


Arrears Oct to Dec 2008 Jan to Mar 2009 Apr to Jun 2009  Jul to Sep 2009 Trend Other housing associations
Rental property

6.09%

5.39%

5.31%

5.71%

6.91%

Temporary accommodation

5.84%

6.16%

5.30%

6.63%

5.09%

Leasholders

5.96%

5.06%

4.01%

3.62%

4.14%

Supported housing

7.72%

4.43%

4.38%

5.42%

5.09%



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 reposnse
We have consistently improved the number of compaints dealt with within the ten days.

  Oct to Dec 2008 Jan to Mar 2009 Apr to Jun 2009 Jul to Sep 2009 Trend
Complaints dealt with within ten days

60%

83%

75%

89%



Repair satisfaction
We know you are interested in two aspects of repair satisfaction.

  Oct to Dec 2008 Jan to Mar 2009 Apr to Jun 2009    Jul to Sep 2009

      Trend 

Repair desk satisfaction

94%

94%

91%

96%

Repair satisfaction

97%

90%

90%

94%


Overall satisfaction
Our absolute priority is to drive up satisfaction levels

  Oct to Dec 2008 Jan to Mar 2009 Apr to Jun 2009 Jul to Sep 2009

Trend     

Satisfied your views are considered 

81% 

63% 

67% 

81% 

 

 Overall satisfaction

71%

68%

68%

80%

 



Repair turnaround times
We have consistently improved the time it takes us to carry out repairs. We completed 100% of emergency repairs on time in the last three months.

  Oct to Dec 2008 Jan to Mar 2009  Apr to Jun 2009 Jul to Sep 2009 Trend Other housing associations
Emergency repairs

98%

99%

99%

100%

81%

Urgent repairs

94%

90%

97%

98%

86%

Routine repairs

93%

95%

97%

99%

93%



Gas certificates
We have improved the number of gas safety checks completed. We hit 100% in September 09.

  Oct to Dec 2008 Jan to Mar 2009 Apr to Jun 2009 Jul to Sep 2009 Trend  
Gas checks completed

97%

96.6%

98.2%

99.9%



Your neighbourhood
We have a schedule to visit and inspect your estate on a regular basis. We are very close to reaching 100%.

  Oct to Dec 2008 Jan to Mar 2009 Apr to Jun 2009 Jul to Sep 2009 Trend
Estate inspections completed

84%

90%

81%

97%

 

Our regulator, the Tenant Services Authority, helps you check whether you are getting a fair deal from us by allowing you to compare our performance with other housing associations. Click here to find out more.


» Last updated: 11/01/2010