Let’s Talk Performance…
We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.
The figures below are taken from October 2023 and the arrows show how we’re doing compared with the previous quarter.
We have seen a significant improvement in our overall satisfaction scores over the past 4 months. We have introduced new Tenant Partner roles who are working to develop positive relationships with customers, local drop in surgeries across all our operating areas, and have been working with our repairs and maintenance contractors to drive forward improvements. We are also progressing some significant property investment programmes including new internal wall insulation, new kitchen and bathrooms, and new windows and doors.
Satisfaction with latest repair
We have seen an improvement in satisfaction with latest repair over the past 3 months, though we are aware there is further improvement to make. We are working closely with our repairs contractors to monitor their performance and to drive forward improvements in customer care. We are making some changes to our call handling to improve our processes for making repairs appointments.
Call waiting times
We have improved our call systems and are implementing training to ensure all call handlers have as much knowledge as possible to be able to deal with customer enquiries at the first point of contact as far as possible.
Total number of complaints received
Our highest number of complaints relate to repairs and maintenance. We have introduced a single point of contact for the coordination of all complaints, ensuring that customers are kept up to date throughout the process. We are working with our repairs contractors to ensure complaints are dealt with quickly and within our target timescales. For all Stage 2 complaints we carry out a ‘lessons learned’ session where we review the reasons for the complaint and put in place actions to improve services.
Satisfaction with opportunities to participate in landlord decision making
As part of our new operating model we appointed a new Community Engagement Officer who has been working with local tenants, residents, and Local Authority partners to deliver improvement initiatives across our priority estates and neighbourhoods. We now have a new Tenant Scrutiny Group who are currently reviewing our processes for re-letting properties. We have supported a number of community initiatives in recent weeks including clean up events and community garden projects.