Hyde Life October 2012.indd - Hyde Housing Association

April 2012 to June 2012
This performance information for The Hyde Group covers the three months from
April 2012 to June 2012. It tells you how well we did delivering your services over
these three months. Our target figures are given as bold numbers and the faces tell you
whether we have met the targets:
Service promise and
performance indicator
Phone calls answered within 30
seconds
Service promise and
performance indicator
Respond to complaints within 10
working days
% satisfied with complaints
handling
Access and customer care
Our target
85%
Our target
90%
75%
How we did
92%
The Facts
Continued hard work has resulted in good performance against
our new and more challenging target of 85%. (Previously, the
target was 80%)
Complaints
Repairs and maintenance
How we did
70%
33%
The Facts
Action plans have been put in place to tackle the fact that
we’re still not achieving the results we’re aiming for and August
performance is showing early signs of improvement. RACs
across the Group check all aspects of Hyde’s performance and
as part of this they’re monitoring the action plans that we’ve put
in place.
Service promise and
performance indicator
Emergency repairs completed
within 24 hours
Urgent repairs completed within
7 days
Routine repairs completed
within 20 working days
Overall satisfaction with
the repairs service
Our target
100%
97.5%
97.5%
89%
How we did
99.1%
97.5%
97.6%
87.2%
The Facts
A promising start to the financial year (which starts in April)
has seen targets met for both urgent and routine repairs. The
much tougher target of 100% for emergency repairs wasn’t
far off being achieved either. Overall satisfaction with the
repairs’ service whilst below our new higher target of 89%, has
improved from 85% in March to 87.2% .
Where can I find out more?
For more information on our performance please visit
our website at www.hyde-housing.co.uk
For information
Performance on or above target
Performance close to but below target
Performance significantly below target
Useful information to keep to hand
October 2012
For:
General Enquiries
Reporting a Repair
Making a Complaint
Call Hyde Customer Service Centre on
Freephone 0800 389 3576 or
email customerservices@hyde-housing.co.uk
Gas Emergencies:
If you smell gas call the National Gas Emergency Number
on
Freephone 0800 111 999 (24 hours).
Phone from a nearby property and do not use a landline
or mobile phone in the affected property.
Turn off the supply at the mains. Don’t smoke or use a
naked flame or turn any electrical switch or appliance off or
on (this includes mobile phones or pressing doorbells) as
this could ignite the gas. Open all doors and windows
IMMEDIATELY to ventilate the property.
Emergency out of hours repairs (evenings and
weekends) contact Hyde on the following numbers
depending on where you live:
Hyde Hillside Freephone 0800 783 7587
Hyde Martlet Freephone 0800 085 4195
Hyde Minster 0778 7536 312
Hyde Northside Freephone 0800 389 6646
Hyde South East Freephone 0800 389 3576
Hyde Southbank Freephone 0800 195 2527
Roundshaw Homes 0207 346 6555
(Hyde Property residents)
0208 773 5050
(Roundshaw residents –
Metropolitan/Hyde properties)
Getting involved with Hyde and your community or to
find out about free training courses:
Contact the resident engagement team on:
0203 207 2767
or
email residentengagement@hyde-housing.co.uk
Free debt advice or help getting a job or finding work
experience:
Contact Hyde Plus on:
0800 030 4424
or
email hydeplus@hyde-housing.co.uk
If you have any queries, call our Customer Services Centre on freephone 0800 389 3576 or email customerservices@hyde-housing.co.uk 19
For text relay from a text phone add 18001 before the number you want to call or to use Text phone dial 0208 297 7501