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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 August 2024 and the arrows show how we’re doing compared with the previous quarter.
67.9%
Overall satisfaction
Our overall satisfaction has decreased from Q4 to Q1 by 4.1% however the majority of our satisfaction indicators are close to target with a steady increase in satisfaction with latest repair. The implementation of the new role of Complaints Officer and a review of complaints process will support the drive in increased overall satisfaction.
72.3%
Satisfaction with latest repair
There was a positive increase in satisfaction with latest repair from 68% to 72.3% led by clearer processes and tighter contract management. We are continuing to work closely with our repairs contractors to monitor their performance and to drive forward improvements in customer care through shared complaints handling training and customer care information sessions. We have made some changes to our call handling procedures to improve our processes for making repairs appointments.
31 seconds
Call waiting times
We have seen a positive increase in call waiting times in Q1 from 40 second to 31 seconds. We have improved our call systems and are continuing to implement 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.
54
Total number of complaints received
We have seen a decrease in the total number of complaints received from 72 last quarter to 54 in Q1. We continue to work closely with CSC to ensure actions are taken to improve the customer journey. 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.
65.9%
Satisfaction with opportunities to participate in landlord decision making
Satisfaction has decreased very slightly from Q4 to Q1. We’ve had a busy Q1 launching our new sounding board which gives tenants the opportunity to influence and give their opinion on key policies with 38 tenants expressing their interest in participating, the launch of our new listening to you page on our website showing tenants our “you said we did” actions, our service improvement group made up of Riverside Scotland tenants completed their scrutiny exercise on voids and this led to an improvement action plan that the teams are working through and finally we started our advertising campaign for our estate walkabouts which will see tenant partners inviting tenants and relevant partner agencies to come out on site with us for estate inspections and improvement actions.