How are we performing?
We review our progress against meaningful targets, across all areas of service. Statistics are used to measure our successes and identify areas for improvement. Satisfaction surveys are used to gather information from our residents.
We report our performance to the Board, Lewisham Council and residents on Area Panels. We also provide monthly updates in our reception areas, in Home - our quarterly residents' magazine, and on this page.
Performance Indicator | How we did last year
* | How we're doing now
** | Target 10/11 | Are we on target? | Are we improving? |
CUSTOMER CARE | | | | | |
| Number of calls to repairs call centre (monthly average) | 8817 | 8009 | N/A | N/A | N/A |
| % repairs calls answered | 97% | 97% | 96% | Yes | Yes |
| % repairs calls answered in 15 seconds | 87% | 87% | 88% | No | Yes |
| % resident's complaints responded to within target time | 94% | 88% | 92% | No | No |
| Satisfaction with repairs service | 87% | 89% | 84% | Yes | Yes |
ESTATE SERVICES | | | | | |
| % estates meeting required inspection standard | 93% | 94% | 95% | No | Yes |
REPAIRS | | | | | |
| Number of repair jobs completed (YTD)# | 64,052 | 34,100 | N/A | N/A | N/A |
| Average time to complete non-urgent repairs | 7.5 days | 8.1 days | 7 days | No | No |
| % emergency repairs completed on time | 98% | 99% | 99% | Yes | Yes |
| % urgent repairs completed on time | 98% | 100% | 99% | Yes | Yes |
| % routine repairs completed on time | 98% | 99% | 99% | Yes | Yes |
| % repairs completed on first visit | 93% | 95% | 90% | Yes | Yes |
COLLECTING RENT | | | | | |
| % rent collected (excluding arrears) | 99.89% | 99.04% | 100.40% | No | No |
TENANCY MANAGEMENT | | | | | |
| Total number of evictions (YTD) | 211 | 81 | N/A | N/A | N/A |
| Number of occupancy checks completed (monthly ave) | 175 | 116 | 233 | No | No |
| Average time to re-let empty properties | 28 days | 21 days | 24 days | Yes | Yes |
* Performance for the year ended 31 March 2010
** Performance for the year to date as at 31 October 2010
# Number of repair jobs completed excludes priority 6 (planned repairs)
