Customer Commitments

The table below shows our suite of Customer Commitments in relation to Homes England's Consumer Standards. We consulted with the Places for People Affordable Housing's Customer Voice Group, who agreed these standards for Cotman Housing Association. Cotman customers are represented on this Group.

 

Standard

Reporting

Target

 

Home

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

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

We will manage our empty properties effectively

Av. no. of days to relet operational voids

Cotman - 19 days

We will work to sustain tenancies

% turnover in a rolling 12 months

Cotman - 7%

Tenancy Involvement and Empowerment

We will effectively respond to complaints

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

 

100%

We will report to customers on our performance

We will produce and publish an Annual Report

Production and publication of the Annual Report

 

 



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