Performance
We are committed to providing a high level of service and we set challenging targets in consultation with our residents.
Responsive repairs
|
Repair Type |
2004/2005 |
2005/2006 |
2006/2007 |
|
Emergency (24 Hours) |
88.9% |
98.0% |
100% |
|
Urgent (7 days) |
87.3% |
95.6% |
98.8% |
|
Routine (31 Days) |
81.2% |
98.0% |
98.5% |
Source - RSR Return/Annual Report
Gas servicing
Due to adjustments to the phasing of our gas servicing, we completed 107.3% of services due during the year.
At 31 March 2007, we had 5 residences where the gas service had not been carried out in the previous 12 months.
Lettings
Total number of properties let during 2006/2007 - 450
Percentage of properties offered to Erewash Borough
Council in accordance with our nomination agreement - 78.5%
In 2006/07, on average we re-let empty properties in 3.26 weeks.
Rent Arrears
Rent arrears expressed as a percentage of all rent due:
|
Arrears |
2003/2004 |
2004/2005 |
2005/2006 |
2006/2007 |
|
|
2.8% |
2.1% |
4.4% |
3.8% |
STATUS Survey
We undertook a full survey of all of our residents in December 2007 using the latest National Housing Federation STATUS Survey. The aim of the survey was to assess residents' satisfaction with the service we provide as well as to identify areas where residents have concerns.
We received 2547 completed surveys, exactly half of all of residents (and 3% higher return than our last survey in 2005). The results showed that our performance is holding steady, and improving in some areas. This is a result that needs to be taken in context. In the past 18 months we have recruited a new chief executive, directors and Board members, undergone a major staff restructure and moved offices. We think it is to our credit that performance has been maintained, and in some areas improved, despited these changes.
Satisfaction Overall
| Degree of Satisfaction |
2007 |
2005 |
| Very Satisfied |
37.6% |
38.8% |
| Fairly Satisfied |
44.5% |
44.4% |
| Neither |
8.5% |
9.9% |
| Fairly Dissatisfied |
5.2% |
4.4% |
| Very Dissatisfied |
4.2% |
2.5% |
Value for Money
| Value Rating |
2007 |
2005 |
| Very Good |
43.4% |
38.4% |
| Fairly Good |
40.7% |
43.2% |
| Neither |
9.0% |
12.6% |
| Fairly |
4.2% |
3.9% |
| Very Poor |
2.7% |
1.8% |
Satisfaction with repairs
| Degree of Satisfaction |
2007 |
2005 |
| Very Satisfied |
35.6% |
37.4% |
| Fairly Satisfied |
42.2% |
41.1% |
| Neither |
6.8% |
8.1% |
| Fairly Dissatisfied |
7.2% |
5.6% |
| Very Dissatisfied |
6.1% |
5.6% |
| No Opinion/Don't Know |
2.1% |
2.2% |
Additional feedback:
- 87% were satisfied with their home
- 84% were happy with their neighbourhoods but the biggest problem was antisocial behaviour
- 88% of residents were happy with the information given about when repairs would be carried out
- 84% were satisified with the time it took for repair work to start
- 88% were satisfied with the helpfulness of staff and 81% were satified with the staff's ability to deal with their problems
- 81% were satisifed with how we kept them informed and 60% were satisfied that their views were taken into account when we made decisions
- Overall satisfaction with Three Valleys Housing was 82%.
A summary of the results is available by clicking here.
Updated 9 October 2008 (PC)