| Key Performance Indicator |
2011/12 Target |
Qtr 3 |
Status |
| Southway Connect : Customer Satisfaction rate |
95% |
100 |
G |
| Southway Connect : Percentage calls answered within 15 seconds & target |
90% |
85.3% |
R |
| Percentage of complaints answered to target times and agreed service standards |
90% |
66.7% |
R |
| Number of homes Improved |
1894 |
1162 |
G |
| Home Improvement Programe - satisfaction of customers with programe (Internal works) |
94% |
n/a |
G
|
| Home Improvement Programe - satisfaction of customers with programe (External works) |
97% |
96.8% |
A |
| Percentage of non decent homes |
3.4% |
11.4% |
A |
| Percentage of new tenants satisfied with their home |
95% |
98% |
G |
| Percentage of complainants satisfied with the action to resolve their ASB complaint |
90% |
93% |
G |
| Rent Collection Rate in the period |
101% |
105.4% |
G |
| Rent loss from Empty Properties |
0.60% |
0.38% |
G |
| Percentage of repairs completed at first visit |
95% |
87.4% |
A |
| Percentage of emergency repairs completed on time |
99.9% |
100% |
G |
| Percentage urgent repairs completed on time |
99.7% |
100% |
G |
| Percentage routine repairs completed on time |
99% |
99.4% |
G |
| Number of properties that do not have a current gas safety certificate |
0 |
4 |
A |
| Percentage of Customers satisfied with repairs |
95% |
79.6% |
R |