The Communicator - Swan Housing Association

swan.org.ukSwan servicesPerformance cornerHow did we do?April 2012 to December 2012Complaints - We received 69 complaints in thisperiod. We monitor them and try to learn fromour mistakesStage One complaints responded to within10 working daysRepairs - Percentage done within timeRoutine 98.7% 98.7%Emergency 99.3% 100%Repair appointments that were kept 93% 95.9%People satisfied with the repairs service 76% 77.5%Properties with a valid gas safety certificate 100% 99.5%Average number of days taken to re-let anempty home% of responsive repairs completed on timeRentsCurrent tenant arrears as % of rent due(general needs housing only)Contacting usTargetfor2012/1395%16 days98.75%72%96.4%13.7days99%Calls answered within 20 seconds 90% 95.3%Satisfied with how their ASB report was dealt with*What we have learnt from youTargetTarget3.0%Target66%You said you were unhappy with an error that was made with yourdirect debit payment after the rent increase.We now check all direct debit schedules manually whenamendments are made after the annual rent increase to preventerrors occurringYou said you were unhappy with the time taken to resolveboiler problemsWe are replacing our gas IT system which hopefully will reducedelays in ordering and replacing boiler parts3.07%ActualActualActualActualSuggestionsWe would still like to hear your ideasabout the ways we can improve.Fill in the suggestions schemecoupon on page 11 or do itonline on web4residents.org.ukfor your chance to win £50 onyour STARCARD.Compliments - We have received34 compliments from April 2012 toDecember 2012. Here are a coupleof examples of what you said:“Just writing to let you knowthat the cleaner is doing awonderful job at Clark Street.Many thanks to him”Mrs G - London“Thank the team for their workin getting my stairlift as it haschanged my life”Mrs G - Essex“A thank you for yourassistance with moving mymother. We could not havemoved her without the supportand help Swan provided. I amvery grateful to Swan for thehelp given”Mrs C - EssexIf you have a complaintor a compliment aboutour services, please call ourBusiness Improvement Team on0300 303 2500All figures have been rounded up to the nearest decimal place.Performance is at or above target Performance is slightly below target Performance is significantly below target15