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. |