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Our performance against service standards
We assess our performance against challenging service standards. Some of these standards are set by external bodies that benchmark all housing associations and some of these standards we have set ourselves.| Description of target | Target | Our performance 2007-08 | Within target? |
|---|---|---|---|
| Routine repairs completed within in target time * | 90% | 97% |  |
| Appointments made and kept with tenants for repairs |
90% | 92% | |
| Average re-let time | 28 days | 34 days |
 |
| Tenants satisfied with our overall service** | 95% | 87% | |
| Tenant arrears as a proportion of overal debit | 3.1% | 3.8% | |
| Tenant satisfaction with new homes |
90% |
90% | |
| Average spend per home per quarter |
£2,500 |
£2,190 | |
| Number of complaints upheld | No more than 20 per 1000 | 31 | |
* Repairs are split into different categories, depending on their urgency. Our targets for completion vary with these categories. We aim to complete 100% of emergency repairs on time and 90% of urgent and routine repairs on time.
** This data comes from our 2008 Status Survey which went to 1,900 tenants.