Where We Need to Improve
Although we aim to get everything right first time, sometimes our performance is not as good as we would like. The main reason that we measure our performance is so we can see where we are not doing so well and make sure that we do something about it.
We feel it is important to show our customers where we are not performing well and, importantly, what we plan to do about it.
2010/11 has seen some major improvements in performance across our services, including increased satisfaction and 100% of our properties having a valid Gas Safety Certificate. The following improvements have been achieved in 2010/11:
- Investment works - completed elements.
- Satisfaction with Investment Works.
- Satisfaction with ASB services.
- Average re-let times of void properties.
- Rent loss due to void properties.
- Percent of rent collected.
- Calls answered within 60 seconds
- Complaints resolution
- Management costs
Repairs Satisfaction
Performance was severely impacted upon in January and February by delays in service due to the adverse weather conditions. However, satisfaction did increase to 93% during March as we approached the end of the financial year. OVH Property Services are confident of achieving the top quartile target of 95% throughout 2011/12.
Average Time Taken to Complete a Repair
The Quarter 4 average completion time for repairs was 8.36 days, and 7 days cumulative for 2010/11, compared to our target of 6 days and top quartile performance of 6.93 days. The main reason for the increase has been attributed to the extreme weather witnessed in December and January. This had a knock on throughout the whole of Quarter 4 with a backlog of repairs to be cleared. Benchmarking with other Registered Providers concludes that they have witnessed similar issues during the period.
Again, OVH Property Services are confident of returning to top quartile performance within 2011/12.
