You have told us that measuring our performance in the three areas of respect, reliability and customer service is important to you and that we need to report this information in a way that is meaningful and tells you at a glance how we are doing.
Below you will see the percentage of tenants who were either very or fairly satisfied with the service they received.
| Number of responses | Target % | % of positive answers | |
Respect |
|||
| Did we treat you and your home with courtesy and respect? | 978 | 90% | 99% |
| What was your impression about how clean and tidy the property was when you moved in? | 104 | 84% | 88% |
| How would you describe the decorative condition of the property when you moved in? | 104 | 75% | 91% |
Reliability |
|||
| Was your repairs appointment kept? (yes/no) | 978 | 90% | 97% |
| How satisfied were you that you were kept up to date regularly on what was happening throughout your rent arrears case? | 47 | 90% | 75% |
| How satisfied were you with the time it took for us to respond to your rent arrears queries? | 47 | 90% | 89% |
| How satisfied were that you were kept up to date regularly on what was happening throughout your anti-social behaviour case? | 47 | 55% | 89% |
| How satisfied were you with the time it took for us to respond to your anti-social behaviour queries? | 47 | 80% | 70% |
Customer Service |
|||
| % customer satisfaction with response repairs | 978 | 93% | 97% |
| % customer satisfaction with major works | 204 | 93% | 93% |
| % of complaints dealt with in timescale | 44 | 95% | 96% |
| % of correspondence responded to within timescale | 103 | 90% | 94% |
| How satisfied were you with the service from when you were allocated your new home to when you moved in? | 104 | 90% | 98% |
Value for Money
Between January and March 2013, we saved £93,811.
Communications
% of tenants who read Insight:
- Target - 75%
- Answer - 90%
% of tenants who find Insight useful in keeping them up to date:
- Target - 98%
- Answer - 97%
% of tenants who agree that Alliance Homes is good at keeping them informed:
- Target - 86%
- Answer - 87%
The number of customers who receive communications from us in an alternative format:
- 262
The number of email addresses we have recorded for use:
- 990
The number of customers who use the security password scheme:
- 392