September / October 2010 - Hounslow Homes

How we performed
July 2010
Repairs completed at
first visit
Target: 85%
Performance: 85%
Satisfaction with responsive
repairs service
Target: 4.26 out of 5
Performance: 4.35 out of 5
Garden Grant for Kirkstone Lodge
proves a reason to celebrate
An afternoon tea was organised by Hounslow Homes and residents of Kirkstone Lodge to
celebrate achieving Stage 1 of their Garden Grant
Part of the side garden now has
been relandscaped by residents
and they have installed brand
new garden furniture and with
all the hard work they’ve put
in over the last several months,
this was indeed a reason to
celebrate.
Stage 2 is now underway
with environmentally friendly
plants, bushes and bulbs now
It’s good to talk!
being selected and readied for
planting so that next Spring,
residents will be able to enjoy all
their hard work.
Mary, Tilly, Laura, Peggy and
Tommy in particular have spent
a lot of time, money and effort
bringing this to fruition but
have been supported by all the
residents of Kirkstone Lodge in
this endeavour.
This grant comes in
particularly handy as residents
had spent a lot of their own
money beautifying their open
space, a space that can now be
enjoyed by all.
The afternoon tea was
prepared and provided by Anne
Gook, Chair of the Residents
Association.
Hounslow Homes’ Concierge Team and Hounslow Police working together for better estates
The Concierge Service is here
as a helpful onsite presence
dealing with all kinds of issues
on a daily basis throughout the
year.
We are always looking to
improve our service to you,
so we have teamed up with
Hounslow Police to pilot an
enhanced communication link
on Brentford Towers between
the Concierge and the local
Police. We hope this will
improve our joint response to
tackle anti-social behaviour.
Overall satisfaction
with ASB
Target: 7 out of 10
Performance: 7.1 out of 10
Customer Service Centre
calls resolved at first
contact
Target: 80%
Performance: 81.28%
Average re-let times
(excluding sheltered
properties)
Target: 30 days
Performance: 36 days
Gas service checks
Target: 100%
Performance: 99.72%
Rent collection
Target: 97.5%
Performance: 97.98%
Communal repairs
completed on target
Target: 95%
Performance: 95.7%
% of estate inspections
resulting in 2/3 star rating
Target: 75%
Performance: 71.4%
Overall Leaseholder
satisfaction
Target: 42%
Performance: 46%
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