THE COMMUNICATOR PAGES 03/04
How did we do? April 2018 - December 2018
STAGE #1
82.9%
85.7%
187
100%
90%
Satisfied with overall service (Target 85%)
Satisfied with quality of home (Target 85%)
We received 187 Stage 1 complaints in this period
Stage 1 complaints responded to within 6 working days (Target 98%)
People satisfied with the complaints procedure (Target 76%)
96.6%
99.6%
94%
99.9%
13.3
Repairs completed at first visit (Target 96.5%)
Repair appointments made and kept (Target 97%)
People satisfied with their last repair (Target 90%)
Properties with a valid gas safety certificate (Target 100%)
Average number of days taken to re-let an empty home (Target 15)
You said: “it takes too long to complete follow on work”
2.47%
74%
80
Current arrears as a % of rent due (general needs) (Target 2.6%)
People satisfied with how their ASB report was dealt with (Target 80%)
We have had 80 compliments during this period
We did: Axis now have a coordinator to overview complex repairs to ensure a timely completion.
You said: “it takes too long to get replacement boiler parts” We did: Axis now have a “space on a shelf” where the supplier keeps a stock of the most common parts which can be collected for same day repairs.
