CCH – Performance Matters (Quarter 4)
Performance matters at Chorley Community Housing (CCH) and we are passionate about improving our standards. We continually monitor performance to assess how we are doing, see whether changes to service delivery have resulted in improvements and find out where we need to focus our attentions.
The table in the image gallery (click on the image to view the table) presents key performance information for Chorley Community Housing (presented â€˜Year to Dateâ€™-YTD) for the last financial year (2011/12) along with target and trend information (e.g. whether performance is improving, remaining stable or showing signs of decline).
Repairs performance is strong with more repairs being completed at first visit to the satisfaction of almost all tenants surveyed. Rent collection has shown a significant improvement on last quarter, exceeding target, an achievement in these difficult economic times. Most of the tenants who have reported Anti-Social Behaviour have been satisfied with how their case has been handled. Over 80% of calls through to Connect have been answered within 15 seconds and, showing a small improvement since last quarter, more than three quarters of calls were resolved at the first point of contact year to date.
The time taken to relet properties has not met target. Plans are in place to improve performance next quarter. However, occupancy rates for both general needs and sheltered properties have remained solid at over 95% throughout the year.
Focus on: Repairs and Maintenance
Each quarter we will focus on a different area of service delivery. This quarter the focus is on the repairs and maintenance team.
The responsive repairs team has performed consistently well throughout the quarter, obtaining high levels of customer satisfaction and completing a high proportion of jobs at first visit. Due to our repairs team being staffed by multi-skilled and well trained operatives, we provide a value for money service. We are consistently issuing less than 10% of responsive repair jobs to sub-contractors and the DLOâ€™s productivity has remained above the target of 5.5 jobs per operative per day.
The Groupâ€™s planned maintenance programme is now carried out by our own team. In its first year, it has worked mostly on Adactus Housing Association properties. The team has out-performed expectations completing more installations than planned for the year: an additional 23 kitchens, 101 bathrooms and 216 heating systems. Tenant satisfaction is consistently high with over 95% of Chorley customers reporting they are satisfied with the standard of the work.
We are really interested in your views about our performance so please leave us a comment below.