Our performance
How we are doing
Each year we publish a report showing what we have achieved in the last year. You can download a copy of the report from 2009 by clicking below:
We also publish statistics on how we are performing. These are some of the key facts showing how well we are performing and whether we are getting better or worse.
Performance indicator | Direction | June 2011 | 2010/11 | 2009/10 | 2008/09 | 2007/08 | 2006/07 |
|---|---|---|---|---|---|---|---|
Urgent repairs completed on time* |
| 97.05% | 94.72% | 73% | 95% | N/A | N/A |
Routine repairs completed on time* |
| 95.40% | 93.81% | 91% | 96% | N/A | N/A |
Average time taken to re-let an empty home |
| 29 days | 26 days | 48 days | 39 days | 39 days | 42 days |
Homes failing to meet the Government's 'Decent Homes Standard' |
| 29.06% | 31.3% | 38% | 47% | 48% | 30% |
Feedback (for example, complaints) handled on time |
| 93.96% | 92.3% | 94% | 92% | 84% | N/A |
*We have changed the way we measure these statistics. This means we cannot compare these scores with ones from before November 2008
What you think about how we are doing
We carry out an annual satisfaction survey, most recently in July and August 2009. It showed that more than 3 quarters of tenants were satisfied overall. These are some of the key statistics from that survey:
| Performance indicator | Direction of travel | 2009 | 2008 |
|---|---|---|---|
| Overall satisfaction |  | 79% | 77% |
| Satisfaction with repairs and maintenance | | 75% | 72% |
| Satisfaction that we take your views into account |  | 57% | 57% |
| Satisfaction with the overall quality of your home | | 77% | 74% |
Satisfaction with the final outcome the last time you contacted us |  | 67% | 68% |
Satisfaction that this website is good at keeping you informed | | 79% | 79% |
You can download a copy of the full report of the survey by clicking below:
2009 satisfaction survey report
What the Government thinks about how we are doing
We were inspected by a Government body, the Audit Commission, in February 2009. They published their report in June 2009. They found that we were providing a good, 2 star (out of 3) service and that we had promising prospects for improvement. You can download a full copy of the Audit Commission's report by clicking below:
Equality and Diversity Peer Challenge report
We took part in an assessment of our services to find out how effectively we consider the diversity of our customers by making sure our services are equal and accessible for everyone.
We successfully achieved Level 3 of the assessment, called the Equality and Diversity Peer Challenge. You can read the full details of how we achieved this accreditation by clicking the link below:
Equality and Diversity Peer Challenge report
What you can expect from us
We publish standards which tell you the level of service you can expect from us. You can download the standards themselves, and a report showing how well we are doing at keeping to them, by clicking below: