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 |
Q1 Performance |
On Target |
| Average Time to complete 2 hour Emergency Repairs | 2 hours | 1 hour and 12 minutes |
√ |
| Average Time to complete Urgent Repairs | 3 days | 3 days |
√ |
| % of Reactive Repairs right first time | 95% | 98.11% |
√ |
|
% of complaints resolved (new complaint SPSO indicator) |
25% | 22% |
× |
| Average time taken to re-let empty properties | 12 days | 23.36 days |
× |
| % of Properties with a Gas Safety Certificate | 100% | 100% |
√ |
In quarter three (1 April to 30 June 2022) we recieved 57 complaints. Below is a breakdown of the complaints recieved and the outcomes. If you want to know more about our Complaints Handling Process, visit our complaints page.
Stage 1 Complaints
The 56 Stage 1 complaints received during Q3 took an average of 2.16 working days to be responded to. Out of the 56, 52 (92.68%) were responded to within the timescale of 5 working days set out of the SPSO.
Stage 2 Complaints
The 1 Stage 2 complaint received during Q3 took 5 working days to be responded to. This was within the timescale of 20 working days set out by the SPSO.
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