Issue 30 - Eastlands Homes

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Our Performance Your Complaints • Complaints received (Jan to Mar 10): 82 • % tenants satisfied with the way their complaint was handled: 72.4% How are we doing 10 Complaint Number Type received Customer Care – how you were treated 2 Environment – your local area 1 Housing – issues affecting your home 11 Investment Programme – improvements to your home 24 Other 2 Rents – issues with your rent payments 4 Repairs – issues with maintenance and repairs to your home 38 Ways to Complain We want to hear from you and will act on every complaint we receive. You can call, write, email, visit us in person or online at www.eastlandshomes.co.uk or request a complaint form from us, available in reception. Ways to Compliment us We are pleased to hear what we are doing well so if you’d like to tell us what you are happy with then please use one of the contact methods above. We monitor our performance closely so we know how we’re doing and where we need to improve. You can keep an eye on our performance too – every issue of Streets Ahead includes the latest on how we compare with some of the targets set in our Customer Service Charter. If you have any ideas on how we can improve this page, please let us know – whether you want more, less or different information. Just email eastline@ eastlandshomes.co.uk or call your local Eastline team. Here is how we performed at the end of January, February and March 2010 – quarter 4. Investment Programme Number of improvements as at 26 May 2010. Ardwick, Gorton North, Gorton South, Levenshulme, Longsight and Rusholme: Total improvements since April 2009: 4,753 including • Double Glazed Windows and Doors: 2,287 • Electrical Rewiring: 157 • Kitchens: 510 • Bathrooms: 515 • Boilers: 992 • Cavity Wall Insulation: 57 • External Wall Rendering: 32 • Structural Improvements: 104 • Roofs & Chimneys: 99 Target: All 5,234 homes to receive at least one improvement within two years of transfer (March 2011). Result: On target – 2,930 homes have received an improvement 13 months into the Programme. Beswick, Clayton & Openshaw: Total improvements since 2003: 16,313 We monitor our customer satisfaction with the programme and so far 88% of you that have had improvements are happy with the work, the contractors and Eastlands Homes staff.
Repairs Service Type Our Target 09/10 Quarter 4 Emergency Repairs – within 3 hours 100% 100% Urgent Repairs – within 5 working days 100% 100% Routine repairs – within 10 working days 100% 99.2% How are we going to improve Difficult weather caused delays in January but performance at the end of March was excellent. We will continue to work hard to reach our targets. Eastline – Customer Service Calls Calls answered within service standard of 15 seconds 93% 80.9% How are we going to improve We are keeping a close eye on our performance in this area and are pleased to report that it is improving. New interactive kiosk facilities will be fitted in our receptions soon, which will help us in this area. Rent Current rent arrears (%) 2.83% 6.74% Former tenant arrears – rent collection (%) 21% 48.8% Rent loss from empty properties 1% 1.2% How are we going to improve We continue to improve in this area and are seeing rent arrears reduce, despite not yet reaching these challenging targets set by ourselves last year. Empty Properties Empty properties as a % of the properties we own 1% 1.28% Average re-let times of empty properties 20 days 19 days How are we going to improve We are now on target for the time it takes us to re-let empty properties. Many empty properties have remained unoccupied while improvement works are carried out. Nuisance & Anti-Social Behaviour Cases referred 163 Cases resolved and closed 133 Legal actions taken 6 11
Page 1 and 2: Summer issue 2010 no 30 StreetsAhea
Page 3 and 4: Tenant Satisfaction Survey 2010 - m
Page 5 and 6: Scheme Antony Oduntan last 2 - 3 ye
Page 7 and 8: Help Stop Tenancy Cheats Do you kno
Page 9: Walkabouts The Estate Walkabouts wi
Page 13 and 14: The Green Section Tips and ideas on
Page 15 and 16: Customer Involvement Youth Conferen

Issue 30 - Eastlands Homes

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