how are we doing?. performance update we set ourselves some ambitious targets to achieve in 2009/10....
TRANSCRIPT
How are we doing?
Performance update• We set ourselves some ambitious
targets to achieve in 2009/10.• Some of these targets include those
for:– Repairs services– Responding to complaints– Reducing rent arrears– Quick availability of properties for new tenants– An up-to-date gas safety check
How did we do?
Summary of performance for
Quarter 3 (October - December) 2009/10
Responding to complaints
• What we measure:– Number of complaints per 1,000 City West
properties– Target is 34.47– Performance is 44.67
• How did we do?– Our assessment:
• Getting better or worse: better ↑ • Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
Responding to complaints
• What we measure:– Percentage of Stage 1 complaints letters
responded to on time– Target is 100.00%– Performance is 69.77%
• How did we do:– Our assessment:
• Getting better or worse: better ↑ • Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
How we’ll get better• Introducing a new IT system• Reviewing the complaints policy and
procedure• Closer monitoring of open complaints• Provide additional training to staff and
investigating officers about their responsibilities in handling complaints
• Measuring customer satisfaction around how complaints are handled
Reducing rent arrears
• What we measure:– Tenant rent arrears as a percentage of rent
owed– Target is 5.00% – Performance is 5.64%
• How did we do?– Our assessment:
• Getting better or worse: better ↑ • Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
How we’ll get better• Customer Service Advisors now take rent
and arrears payments as well as Income Officers
• Customer Service Teams will be working out of hours to reach residents who are not at home in the day
• Rent action weeks will be implemented with targeted action in key areas
• Individual weekly targets set for officers• Encourage customers to take up welfare debt
advice
Quick availability of properties for new tenants
• What we measure:– Percentage of properties vacant
– Target is 2.00%– Performance is 2.97%
• How did we do?– Our assessment:
• Getting better or worse: worse ↓ • Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
How we’ll get better• Additional contractors are now on site to
help reduce the number of vacant properties• Have set targets to dramatically reduce the
number of vacant properties by 31st March 2010
• Investment programmes are continuing to be delivered and completed
• Introduced more effective monitoring including use of customer inspectors
Quick availability of propertiesfor new tenants
• What we measure:– Average number of days to re-let a
property– Target is 41.00 days– Performance is 59.90 days
• How did we do?– Our assessment:
• Getting better or worse: worse ↓• Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
How we’ll get better• Pilot project monitoring the efficiency of the
works undertaken• Review the process to see how it can be
simplified and improve quality• Engaged support of new contractor, Kinetics,
to work on all voids in the Swinton and Worsley areas
• City West Works Team will concentrate on turning around empty properties in the Eccles and Irlam areas
An up-to-date gas safety check
• What we measure:– Percentage of properties with an up-to-
date Gas Servicing certificate– Target is 99.50%– Performance is 99.01%
• How did we do?– Our assessment:
• Getting better or worse: better ↑• Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
How we’ll get better• Check outstanding properties when repairs
and other appointments are being requested and linking appointments when possible
• Have emergency engineers that will call within 30 minutes if access has been granted
Customer satisfaction
• What we measure:– Customer satisfaction with the housing
management services provided– Target is 85.00%– Performance is 95.20%
• How did we do?– Our assessment:
• Getting better or worse: Better ↑• Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
Customer Satisfaction
• What we measure:– Customer satisfaction with the service
received at the Area Housing Offices– Target is 85.00%– Performance is 98.20%
• How did we do?– Our assessment:
• Getting better or worse: better ↑• Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
Customer Satisfaction
• What we measure:– Customer satisfaction with the aids and
adaptations work undertaken– Target is 85.00%– Performance is 94.00%
• How did we do?– Our assessment:
• Getting better or worse: worse ↓• Overall rating:
Any questions? Email: [email protected]: 0161 605 7600
