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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 November 2024 and the arrows show how we’re doing compared with the previous quarter.
66.5%
Overall satisfaction
We have seen a small drop in our overall satisfaction from Q1-Q2 by 1.4%. This has mainly been driven by 2no indicators seeing a drop in satisfaction; Satisfaction with Opportunities to Participate & Satisfaction with Management of Neighbourhood. We have seen stable performance with transactional repairs in Q2 with satisfaction remaining at 73.7% as in Q1.
65.9%
Satisfaction with latest repair
This has seen a decrease of 6.2%, over the course of the year we anticipate fluctuations, and we will continue to implement 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.
21 seconds
Call waiting times
We have seen a positive decrease in call waiting times in Q1 from 31 to 21 seconds. We 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.
65
Total number of complaints received
We have seen an increase in the total number of complaints received rise from 54 to 65. Due to the work being carried out by our Complaints Officer to dive into any dissatisfied customers we anticipated this rise, however we do expect this will decrease in the next quarter.
54.0%
Satisfaction with opportunities to participate in landlord decision making
This has decreased by 11% in comparison to Q1. We provide many opportunities for tenants to influence decision making through our sounding board group, scrutiny in action group, ongoing satisfaction surveys with analysis and lessons learned approach, and our listening to you page on our website. Going forward we will be increasing promotion of our opportunities to participate and influence decision making in our tenant newsletters and more regular social media posts.