...Britains
largest fully mutual Housing Co-operative
Performance
Figures at 31st December 2007
Arrears
Target
Actual
Net
Rent
Loss
2.71%
2.43%
Members
in
Arrears
16%
19%
Voids
Target
Actual
Net
Rent
Loss
0.97%
0.54%
Relet
days
14
18.3
Number
of estate managements complaintsreceived
Target
Actual
Serious
n/a
19
General
n/a
112
Repairs
Target
Actual
Emergency
(4 hours)
100%
98.0%
Urgent
(3 days)
96.0%
96.0%
Routine
(10 days)
94.0%
95.9%
Void
(Target 6 Days)
94.0%
97.6%
Right
to Repair
96.0%
100%
Complaints
Number
formal complaints received to
December
2007 - 8
Number
upheld - 3
Number
dealt with within target time of 10 workings days-
75%
2
of the complaints which were upheld were about delays with repairs which
were outwith the routine maintenance service provided by our regular
contractors. Both complainants received an apology and explanation of what
the difficulties were. One of these complaints influenced the review of
contractors for that area.
1
of the complaints which was upheld was about how we handled communication
regarding a serious tenancy issue. The complainant received an apology and
discussion took place with staff on how communication could have been
handled more appropriately.
