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 October and December 2009 which is the last full three month period before the publication of our residents' magazine Buzz. The next Buzz is in July 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 temporay accomodation properties by 24 days since last quarter.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend
|
Other housing associations |
| Rental property |
43
|
30
|
30
|
40
|
|
40.5
|
| Temporary accommodation |
29
|
56
|
56
|
32
|
|
25
|
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%.
| Arrears |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend |
Other housing associations |
| Rental property |
5.39%
|
5.31%
|
5.71%
|
5.86%
|
|
5.61%
|
| Temporary accommodation |
6.16%
|
5.30%
|
6.63%
|
5.50%
|
|
6%
|
| Leasholders |
5.06%
|
4.01%
|
3.62%
|
5.74%
|
|
8.62%
|
| Supported housing |
4.43%
|
4.38%
|
5.42%
|
6.19%
|
|
5.73%
|
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.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend |
| Complaints dealt with within ten days |
83%
|
75%
|
89%
|
85%
|
|
Repair satisfaction
We know you are interested in two aspects of repair satisfaction.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend
|
|
Repair desk satisfaction
|
94%
|
91%
|
96%
|
94%
|
|
| Repair satisfaction |
90%
|
90%
|
94%
|
86%
|
|
Overall satisfaction
Our absolute priority is to drive up satisfaction levels.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend
|
| Satisfied your views are considered |
63%
|
67%
|
80%
|
71%
|
|
| Overall satisfaction |
68%
|
68%
|
81%
|
60%
|
|
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 September 2009.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend |
Other housing associations |
| Emergency repairs |
99%
|
99%
|
100%
|
99%
|
|
93%
|
| Urgent repairs |
90%
|
97%
|
98%
|
97%
|
|
93%
|
| Routine repairs |
95%
|
97%
|
99%
|
99%
|
|
94%
|
Gas certificates
We have improved the number of gas safety checks completed. We hit 100% in September 09.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend |
| Gas checks completed |
96.6%
|
98.2%
|
99.9%
|
99.78%
|
|
Your neighbourhood
We have a schedule to visit and inspect your estate on a regular basis.
| |
Jan to Mar 2009 |
Apr to Jun 2009 |
Jul to Sep 2009 |
Oct to Dec 2009 |
Trend |
| Estate inspections completed |
90%
|
81%
|
85%
|
85% |
|
|