01271 312500
0800 917 0619
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 3 2010/11 to our current position at the end of Quarter 3 2011/12; Quarter 3 ends on the 31st December each year.
| on target | near target | not on target |
| PREVIOUS PERFORMANCE | CURRENT PERFORMANCE | TARGET | POSITION | |
| CUSTOMER SATISFACTION | ||||
| Satisfaction with overall service provided by NDH |
88%* |
91% |
86% |
|
| Complaints received |
27 |
28 |
No Target |
N/A |
| Complaints upheld |
18 |
13 |
No Target |
N/A |
| Compliments received |
93 |
220 |
No Target |
N/A |
| REPAIRS | ||||
| Customer satisfaction with the repairs service - overall |
NEW FOR 2011/12 |
97% |
95% |
|
| Emergency repairs completed within 24 hours |
97.3% |
97.0% |
98.5% |
|
|
Urgent repairs completed within 7 calendar days |
96.7% |
94.7% |
98.4% |
|
|
Routine repairs completed within 28 calendar days |
95.3% |
93.4% |
97.0% |
|
| CUSTOMER CARE TEAM | ||||
| Calls answered within 15 seconds |
NEW FOR 2011/12 |
92% |
90% |
|
| PLANNED MAINTENANCE | ||||
| Customer satisfaction with planned improvements - overall |
91% |
93% |
95% |
|
| GAS SAFETY | ||||
| Properties with a gas safety certificate |
99.81% |
99.90% |
100% |
|
| ANTISOCIAL BEHAVIOUR | ||||
| Number of new antisocial behaviour cases |
148 |
89 |
No Target |
N/A |
| Number of closed antisocial behaviour cases |
184 |
110 |
No Target |
N/A |
| Closed minus new antisocial behaviour cases |
36 |
21 |
0+ |
|
| CUSTOMER INVOLVEMENT | ||||
| Number of customers involved in consultation |
1513 |
1713 |
1600 |
|
| RELET PROPERTIES | ||||
| Number of properties relet |
145 |
177 |
No Target |
N/A |
| Average time to relet properties |
20.2 days |
17.3 days |
23.6 days |
|
| Rent loss due to empty properties (as a % of rental due) |
0.31% |
0.46% |
0.48% |
|
| RENT COLLECTION | ||||
| Outstanding rent - current customers |
1.33% |
1.10% |
2.00% |
|
| Outstanding rent - former customers |
0.41% |
0.36% |
0.60% |
|
* Figure from 2007 customer survey; current performance figure from 2009 customer survey
