Customer Commitments

Along with other Affordable Housing landlords, Cotman has made the following Customer Commitments for 2019-20. These commitments have been consulted on by members of the National Voice Group and our own Ambassadors. We are however, interested in wider customer views about them. Please contact us at any time at housing@cotman-housing.org.uk to give us your views on our Commitments as this will help us develop on 2020/21 commitments. We will report to you on our performance against the 2019/20 commitments by 31st May 2020.

 

 

 

 

TENANT INVOLVEMENT AND EMPOWERMENT

 

Standard

Measure

Target

We will effectively respond to complaints

 

 

 

% of complaints acknowledged within two working days

 

% of first stage formal complaints responded to within 10 working days. 

98%

 

 

94%

We will report to customers on our performance

 

 

 

 

We will produce and publish an Annual Report

 

 

We will consult, publish and report on our Customer Commitments quarterly

 

Report published

 

 

 

Customer commitments published quarterly

 

We will engage efficiently and effectively with our customers

 

 

 

 

We will produce a 6 monthly customer involvement e-zine

 

 

 

We will obtain customer feedback in a variety of ways.

E-zine published and promoted

 

 

 

Published Involvement Strategy to incorporate all the ways customers get involved 
Tenancy

We will offer a range of customer involvement opportunities so that customers can influence service delivery, scrutinise our performance and hold us to account

We will publish number of customer involvement opportunities 6 monthly

 

 

 

We will publish scrutiny and customer involvement reports online

 

 

 

 

 

One scrutiny task per year

We will consult tenants once every three years on the best way of involving tenants in the governance and scrutiny of our housing management service

We will consult on our Customer involvement agenda during 2019 and publish the results online

Review complete by Q4 19

 

HOME

 

Standard

Measure

Target

We will continue to invest in our homes

% meet the Decent Homes Standard

100%

We will continue to protect the safety of our residents in their homes

% of properties have received their annual gas service

100%

We will continue to protect the safety of our residents in blocks of flats

% of our blocks have received an annual fire risk assessment review 

100%

 

 

 

We will provide an efficient, effective repairs service

% of repairs completed right first time

 

% of customers surveyed were satisfied with the repairs service they received

88%

 

90%

 

 

 

 

 

NEIGHBOURHOOD AND COMMUNITY

 

Standard

Measure

Target

We will provide an effective tenancy enforcement service

% of customers surveyed were happy with the way their report of anti-social behaviour was dealt with

 

82%

We will respond to reports of serious anti-social behaviour within one working day

% of reports of anti-social behaviour were responded to within one working day

98%

We will keep our neighbourhoods clean , safe and well maintained

% of customers surveyed who were  satisfied with the overall grounds maintenance service provided

 

 

% of customers surveyed who were satisfied with the overall estate cleaning service that is provided.

 

75%

 

 

 

 

 

75%

 

TENANCY

 

Standard

Measure

Target

We will manage our empty properties effectively

Av. no. of days to relet operational voids

Cotman - 18 days

We will work to sustain tenancies

% turnover in a rolling 12 months

Cotman - 7.5%

 

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