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.
2009/10 has seen some major improvements in performance across our services, including increased satisfaction and 100% of our properties having a valid Gas Safety Certificate. However, we plan to improve on the following:
Average number of days taken to let our empty properties
During 2009/10 it took us an average of 46 days against a target of 35 days.
There has been some delays in getting properties back from the contractors. OVH will be working closely with our contractors to ensure that are properties are repaired quickly to meet the standards agreed with your are customers. We have recruited a number of tenant inspectors who will be inspection properties during the year to make sure this happens.
We have also introduced inspections of properties prior to tenants leaving so we can identify and plan any repair work required more quickly. This will assist in reducing the length of time the property is empty.
We will also ensure that prospective tenants have the opportunity to view properties before work is completed. This will allow us to make the properties more readily available for you to move in.
The level and consistency of information provided to prospective tenants
Percentage of routine repairs completed within the 10 day target:
Whilst we have improved are target from 28 days to 10 days, at your request, we still have some work to do to improve. During 2009/10, 81% of our routine repairs met this timescale, however our agreed target is 99%.
An improvement plan has been agreed with Connaught for all areas of service delivery and been in place since October 2009, and this has already shown improvements. The impact of this that performance generally is on an upward trend, but routine repairs has been lagging behind the rest of the service area (emergency and urgent). Continued close management of our repair contractor will ensure an upward trend in performance is maintained during 2010/11.
The actual time taken to complete routine repairs averaged at just 7.2 days during 2009/10 compared against the other best performing organisations who took 7.4 days.
