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Y-Base
Your feed back, our performance
How are we doing?
Y-Base Magazine created for you, by you
During the year we collect data which tells us if we’re meeting the standards expected by you and our regulators (the Tenant Services Authority). ●
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Our service standards feature in our Residents’ Charter, which can be found on posters around your YMCA, in your residents’ handbook and on our website. We set ourselves targets as one way to measure whether we are meeting the Charter. We call these Key Performance Indicators [KPIs].
Repairs We partly measure our repairs performance by the percentage completed within target times. We aim for: - All emergency repairs (100%) to be completed within 24 hours; - All urgent repairs (100%) to be completed within 5 working days; - All routine repairs (100%) to be completed within
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These KPIs let you know how we’re doing. They also give you a chance to challenge us if you think we can do better. A taster is shared below. You will also find a full report (updated to the end of December 2008) on the website in early February.
We’re not qu ite meeting th ese targets yet – but the perform ance is improvin g and satisfactio n from those who have fed back th is year is 99% .
28 working days.
Rent Arrears We measure unpaid rent and service charges as a percentage of ‘gross annual rent debit’. This is the maximum amount of money we would be entitled to if all the rooms were fully occupied the whole year. We aim for a total of 6%, broken down as follows: - Money owed by residents still living at the YMCA to be no more than 4% of annual rent debit. - Money owed by former residents who have moved on to be no more than 2% of annual rent debit.
So far this year we’re not meeting these targets, with nearly 10% overdue.
By paying your rent on time, you help us rd continue to provide an affo se tho to ice serv sing able hou touch who need it. Please get in having with local staff if you are problems paying rent.
Tenant Satisfaction Aside from the annual survey, we also monitor your satisfaction levels in relation to some things on a monthly basis. Some of our targets are: - All applicants – whether refused or accepted as new residents – to be satisfied with our applications procedure. - At least 8 in 10 residents who have repairs done to be completely satisfied with our service, in terms of speed and quality of the completed repair. So far this year, your feedback says we’re meeting - All residents who make a complaint to be satisfied with these targets. Thanks to the 1 in 3 of you who have been returning our complaints procedure and for at least 8 in 10 to be would love to hear from happy with the final outcome, i.e. what we did about it. feedback forms this year. We
the rest of you as well. If you would prefer to, give your views in person to a staff member, or email us: admin.housing@england.ymca.org.uk
Designed and produced by YMCA England in partnership with the National Tenant Forum.