|
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%
|
