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How are we doing?
Our performance is important to us and it is important that our customers know how we are performing. We want to show you how we are doing in a clear and easy to understand way.
We use our performance measures to show how we are performing and to identify any areas that require improvement.
These performance figures will be updated on a quarterly basis.
The figures below compare our position at the end of Quarter 4 2008/09 to our position at the end of Quarter 4 2009/10; Quarter 4 ends on the 31st March.
| on target | near target | not on target |
|
PREVIOUS
PERFORMANCE
|
CURRENT
PERFORMANCE
|
TARGET | POSITION | ||
| CUSTOMER SATISFACTION | |||||
|
Satisfaction with overall service provided by NDH |
88%* |
91% |
85% |
||
| Complaints Received |
60 |
28 |
<70 |
||
| Complaints Upheld |
33 |
17 |
No Target |
N/A |
|
| Compliments Received |
198 |
198 |
200+ |
||
| REPAIRS | |||||
|
Customers satisfied with the repairs service (overall) |
98% |
97% |
95% |
||
| Emergency repairs completed within 24 hours** |
91% |
96% |
95% |
||
| Urgent repairs completed within 7 days** |
90% |
95% |
90% |
||
| Routine repairs completed within 28 days** |
84% |
91% |
90% |
||
| PLANNED MAINTENANCE | |||||
| Customers satisfied with planned improvements |
92% |
91% |
80% |
||
| GAS SAFETY | |||||
| Properties with a gas safety certificate |
100% |
99.90% |
100% |
||
| ANTISOCIAL BEHAVIOUR | |||||
| Antisocial behaviour cases reported |
65 |
118 |
<60 |
||
| Antisocial behaviour cases closed |
44 |
60 |
>60 |
||
| RESIDENT INVOLVEMENT | |||||
| Number of customers involved in consultation |
880 |
852 |
528 |
||
| RE-LET PROPERTIES | |||||
| Number of properties let |
203 |
288 |
No Target |
N/A |
|
| Average time to re-let general needs properties |
4.0 weeks |
4.4 weeks |
3.6 weeks |
||
| Average time to re-let properties designated for older people |
4.6 weeks |
5.4 weeks |
4.5 weeks |
||
| Rent lost due to empty properties |
0.73% |
0.87% |
0.91% |
||
| RENT COLLECTION | |||||
| Outstanding rent (current customers) |
1.27% |
0.89% |
2.00% |
||
| Outstanding rent (former customers) |
0.53% |
0.50% |
0.70% |
||
* Figure from 2007 customer survey; current performance figure from 2009 customer survey
** Target time for each type of repair
