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KEY:
Indicates performance is below target
Indicates performance is above targetRepairs & Maintenance
Include brief commentary about performance here.
0.13%
Target: 100%
By the government’s definition, a ‘decent home’ typically:
- meets the current statutory minimum standard for housing
- is in a reasonable state of repair
- has reasonably modern facilities and services
- provides a reasonable degree of thermal comfort
Repairs & Maintenance
84.1
%
% emergency repairs made safe within 4 hours
Target: 100%
Customer Safety
99.84
%
% Gas servicing completed
Target: 100%
Target: 0
Our 5 year target is an internal target and not a statutory requirement.
Customer Safety
28
Actions outstanding following safety inspections
Target: 0
Complaints
579
Number of complaints open
Complaints
37.1
DAYS
Average number of days for complaint closure (Early resolution)
Complaints
141.0
DAYS
Average number of days for complaint closure (Manager investigation)
Complaints
169.5
DAYS
Average number of days for complaint closure (Director investigation)
Complaints
125.3
DAYS
Average number of days for complaint closure (Ombudsman/External)
Customer Contact
3.49
MINS
Average time to answer telephone
Target: < 2 minutes
Customer Contact
55
HRS
Average time to read email and action
Target: < 1 day
Customer Contact
78
HRS
Average time to respond to a MyAccount query
Target: < 2 hours
Customer Contact
4.49
/5
Satisfaction with Contact Centre
Target: 4.5 (out of 5)
Lettings
1,345
Number of homes let
Lettings
270
Number of empty homes
Target: 317
Lettings
4.52
/5
Average satisfaction score for new tenants
New Homes
248
New homes completed
Target: 220
Target: 4.5 (out of 5)
In total we received 46 responses to this satisfaction survey
Have Your Say
542
Members of Accent 1,000
Target: 1,000
Have Your Say
54.0
%
% customers satisfied that Accent listens to your views and acts upon them
Target: 64%
Have Your Say
£1,877
£ invested in resident engagement activity
Estate Services
3.24
/5
Average satisfaction with estates services
Target: 4.5 (out of 5)
How Accent spends your money
For every £1 of rental and service charge income we receive we spend…
Value for Money
25
p
Management costs (staff and overheads)
Value for Money
16
p
Responsive repairs and void works
Value for Money
8
p
Planned maintenance
Value for Money
15
p
Set aside to replace items in customers' homes when they are worn out
Value for Money
1
p
Lost on debt that cannot be recovered
Value for Money
12
p
Spent on loans and mortgages to build homes
Value for Money
4
p
Spent on tenancy support, scheme improvements etc
Value for Money
7
p
Reinvested into properties and services
Value for Money
2
p
Lost due to empty homes
Value for Money
10
p
Spent on services (estate services, communal utilities etc)
Planned Improvements
£13.74
m
£ spent on planned improvements
Target: £17,738,00
Planned Improvements
455
Bathrooms fitted
Target: 838
Planned Improvements
1,910
Heat systems (e.g boilers and radiators) fitted
Target: 2,930
Planned Improvements
722
Kitchens fitted
Target: 1090
Planned Improvements
50
Roofs fitted
Target: 171
Planned Improvements
637
Windows and doors fitted
Target: 984
Target: 4.5 (out of 5)
During this period there were a total of 3,357 responses
