We report to our Board of Management every quarter on how we are performing. We provide regular updates on our performance and complaints in our newsletter and you can also access our Quarterly KPIs, Complaints and Financial information here.
Key Performance Indicator |
Target |
Q2 Performance |
On Target |
| Average Time for Emergency Repairs | 3 hours | 2 hours and 34 minutes |
√ |
| Average Time to complete Non- Emergency Repairs | 4.5 days | 10.6 days |
× |
| % of Reactive Repairs right first time | 95% | 72% |
× |
| % of Properties with a Gas Safety Certificate | 100% | 99% |
× |
| Average time taken to re-let empty properties | 12 days | 24 days |
× |
| % of complaints resolved (new complaint SPSO indicator) | 50% | 26.6% |
× |
In quarter two (1 July to 30 September 2021) we recieved 15 complaints. Below is a breakdown of the complaints recieved and the outcomes. We will provide regular updates on learning from complaints. If you want to know more about our Complaints Handling Process, visit our complaints page.
Stage 1 Complaints
100% (13) of Stage 1 complaints were handled on average within 3.5 working days which is within the SPSO timescale of 5 working days with the average resolution time of 5 days.
Stage 2 Complaints
66.6% (2) of Stage 2 complaints were handled within the SPSO timescale of 20 working days with one delay having an impact on the average resolution time of 32.5 days.
This is the second quarter where we are reporting on the number of resolved complaints. Resolved complaints is a new outcome from the SPSO. Closing a complaint as resolved is not as simple as concluding the complaint, it relies on the complaint being resolved to the customer and Association’s satisfaction. There are times when a complaint is closed but the Association will feel that a level of service was not provided by the contractor as per our service level agreement and for this reason would be Upheld. It may also be that the Association found there was no issue with service provided but the customer is just not satisfied no matter what. Due to the nature of this outcome, it is likely that we will review complaint outcomes retrospectively as there will be times when staff, contractors and customer can work towards satisfactory resolution outwith the complaint timescale. Clear record of actions taken must be provided before concluding a complaint as resolved. Four complaints (26.6%) out of fifteen were resolved to the customer and Association’s satisfaction in quarter two.
We recorded four resolved complaints in this quarter. The outcomes of all our stage one and two complaints are in the table below :
In Quarter Two we saw our complaints decrease slightly but we did note a higher number of complaints about contractors failing to attend to repair appointments.
We are working with our contractors to ensure that they understand the standards expected of them. Covid has caused a huge disruption to our repairs contractors which has seen them experience problems sourcing materials, staff shortages as well as a backlog of repairs built up during lockdown that they are catching up with. We meet with our contractors regularly to discuss any service issues and will continue to monitor their service.
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