Service Standards – 2016/17 Q2 Performance

Standard / Measure / Target / Jul / Aug / Sep / Year to Date
Contacting Our Contact Centre
When you telephone us we will answer within six rings. / % of calls answered within six rings / 85% / 88% / 87% / 88% / 85%
When you email us we will answer your email within five working days / % of emails responded to within five working days / N/A / 98% / 97% / 95% / 95%
Anti-Social Behaviour
When we respond to complaints of anti-social behaviour we will listen to your concerns in a prompt and understanding way. / % of tenants satisfied or very satisfied with ' the overall Anti-Social Behaviour Service provided?' / 90% / - / 100% / 75% / 89%
When we respond to complaints of anti-social behaviour we will investigate serious cases within 24 hours. / % of serious cases dealt with within 24 hours / 100% / 100% / 100% / 100% / 100%
When we respond to complaints of anti-social behaviour we will investigate all other cases within four working days. / % of all other cases dealt with within 4 working days / 100% / 100% / 100% / 100% / 100%
Estate Management
When providing estate management services we will take appropriate action on reports of abandoned cars within 3 working days / % of abandoned cars dealt with within three working days / 100% / 50% / 50%
When providing estate management services we will Respond to reports of abandoned properties within 24 hours / % of abandoned properties dealt with within 24 hours / 100% / - / -
Standard / Measure / Target / Jul / Aug / Sep / Year to Date
Complaints
If you make a complaint we will aim to resolve your complaint within 10 working days / % of complaints with a stage one response within ten working days / 100% / 25% / 86% / 80% / 68%
Buying Your Home
When asking to buy your home, we will respond to your application within 4 weeks, and tell you if it has been accepted. / % of cases responded to with RTB2 within four weeks of application being received. (Stats based on date RTB2 sent) / N/A / 62% / 86% / 50% / 54%
When asking to buy your home, we will send you an offer within 8 weeks of your application being accepted. / % of cases responded to with SEC125 within eight weeks of offer letter being sent. (Stats based on date SEC125 sent) / N/A / 17% / 20% / 50% / 45%
Repairs
When we need to do any work to your home we will offer a morning or afternoon appointment for non-urgent repairs Monday to Friday / % of non-urgent repairs which have a morning or afternoon appointment booked / 70.0% / 79.8% / 81.2% / 82.4% / 70.6%
We will respond to all emergency repairs within 24 hours. / % of emergency repairs completed within 24 hours / 100% / 100% / 100% / 100% / 100%
We will respond to all urgent repairs within 7 calendar days / % of urgent repairs completed within 7 days / 99.2% / 100% / 99.4% / 99.4% / 99.7%
We will respond to all other repairs within 28 calendar days / % of other repairs completed within 28 days / 98.3% / 99.5% / 99.9% / 99.8% / 99.2%