Enquiry Resolved at First Point of Contact Importance: Medium View other "Caring for our Customers, Assets and Neighbourhoods" indicators
Group Jigsaw Homes Midlands North Abandoned Calls Average Time for Non-Emergency Repairs Carbon Emissions Complaints responded to within policy timescales Component replacements CRM actions completed Current Tenant Arrears Customer Net Promoter Score Customers who agree that employee was polite Emergencies Attended and Made Safe within 24hrs Enquiry Resolved at First Point of Contact Income Collected Median duration of let (from ready to let to new tenancy start) Median Void Length - General Needs Median Void Length - Retirement Living Money Advice Outcomes Money Advice Provided Number of fire doors replaced Number of logins to online services Number of Properties below Level C Number of void properties with repairs completed and ready to let Out-of-date Fire Risk Assessments Overall customer satisfaction Progress of Planned Programme Properties compliant with gas safety requirements at quarter end Properties compliant with gas safety requirements at quarter end Properties with Invalid Gas Certificates during Reporting Period Responsive and Void Cost Per Unit RIDDOR incidents Satisfaction of New Tenants with Home Satisfaction with handling of ASB Case Satisfaction with Repairs The number of roof replacements during the period TSM: ASB cases per 1000 properties TSM: Complaints per 1000 properties TSM: Complaints responded to within complaint handling timescales TSM: Emergency repairs completed within target timescale TSM: Non emergency repairs completed within target timescales TSM: Percentage of homes for which all other required safety checks have been carried out TSM: Percentage of homes for which all other required safety checks have been carried out TSM: Percentage of homes for which all required fire risk assessments have been carried out TSM: Percentage of homes for which all required gas safety checks have been carried out TSM: Percentage of homes that do not meet the decent homes standard Void Loss
Review of customers’ comments on having to make more than one contact to resolve an issue, shows concerns with time taken to complete repairs (reflecting the demand pressures on the asset management service) and to be offered a property (reflecting the excess of demand for over supply of our homes).
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