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 for Emergency Repairs | 3 hours | 2 hours and 32 minutes |
√ |
| Average Time to complete Non- Emergency Repairs | 4.5 days | 15 days |
× |
| % of Reactive Repairs right first time | 95% | 86% |
√ |
| % 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% | 10.5% |
× |
In quarter one (1 April to 30 June 2021) we recieved 19 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 within the SPSO timescale of 5 working days with the average resolution time of 5 days.
Stage 2 Complaints
100% (6) of Stage 2 complaints were handled within the SPSO timescale of 20 working days with the average resolution time of 16.8 days.
This is the first 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. Two complaints (10.5%) out of nineteen were resolved to the customer and Association’s satisfaction in quarter one.
We recorded two resolved complaints in this quarter. The outcomes of all our stage one and two complaints are in the table below :
In Quarter One we saw our complaints increase to a level expected with more of our services opening up again.
There have been opportunities for us to review our processes and learn from some of the complaints received. External and Internal communication issues will be addressed as the Association implements a pilot programme focusing on Customer Service Barriers and internal staff communications.
The Association will continue to engage with our contractors to reinforce the standards expected of them completing repair work on behalf of the Association. It should be noted that our contractors had experienced their own issues with numbers of available staff to assign to jobs due to Covid.
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