Our Performance

We have been working with tenants to plan the content for the 2010/11 annual report, including what performance information should be shown, and in what format.  The group also chose some similar organisations that we should be compared with.  The performance within our annual report is themed around the Tenants Services Authority ''Standards'' which, below you can see some headline performance information for 2010/11:

Involvement and Empowerment Standard

• This web site is now getting over 5000 hits per month
• During 2010/11 we receieved 29,845 telephone calls - which we answered on average within 24 seconds, our target is 30 seconds.
• We aim to respond to complaints within ten working days - we achieved 99% of this

What about Local Offers?

• You asked....that all our staff & contractors who need to visit your home will carry ID
• We promised....that all our staff & contractord will carry photo ID everytime we visit your home
• We have....Not recieved any complaints from customers that we are not carrying ID, and we do regular spot checks with staff

Neighbourhood and Community Standard

• The caretaking Team completed over 5000 tasks to make our neighbourhoods better places to be
• During 2010/11 we completed 30 neighbourhood walkabouts which highlighted almost 150 local issues
• 91 young people have carried out community work as part of the Dreamscheme
• During 2010/11 there were 43 new anti social behaviour cases reported per 1000 properties

What about Local Offers?

• You asked....that we work with other local landlords in the High Peak
• We promised....to develop a social landlords forum
• We have....established this group to address common issues within the High Peak

Tenancy Standard

• During 2010/11 we welcomed 329 new tenants
• We completed over 800 annual tenancy health check visits
• 12 tenants moved house through the transfer incentive scheme

Home Standard

• During 2010/11 we completed 13,007 repairs
• 95.5% of tenants were satisfied with the repair
• The average cost of a repair was £102

What about Local Offers?

• You asked....us to get more repairs done right first time
• We promised....to send an operative to your home based on your report
• We have....completed 87.5% of jobs on the first visit 

You will be able to see further performance information within our annual report, which will be available during October 2011.