How we perform - April - June 2011
Every month the Performance Team monitor the performance of the
repairs and maintenance service delivered by City Build by
monitoring our Key Performance Indicators (KPIs). We monitor the
timeliness of repairs and the satisfaction of tenants to ensure
that all repairs are delivered on time and to the correct standard
as detailed in our service standards.
| KPI |
Measurement |
Target description |
Lower contract standard |
Contract standard |
Quarter 1 |
| 1 |
Customer Satisfaction (Repairs & Gas Servicing Telephone
Surveys) |
% responses producing ‘satisfied' |
90% |
92% |
95% |
| 2 |
Customer Satisfaction (Call Centre) |
% responses producing ‘satisfied' |
90% |
92% |
99% |
| 3 |
Emergencies |
4 hour jobs |
96% |
99.5% |
100% |
| 4 |
Urgent repairs |
1, 3 & 7 days |
95% |
99% |
99% |
| 5 |
Routine repairs |
15 days |
93% |
99% |
100% |
| 6 |
Completions at first visit |
98% |
95% |
98% |
98% |
| 7 |
% of jobs raised on emergency status |
8% |
10% |
8% |
7% |
| 8 |
% of missed appointments to repairs raised |
8% |
12% |
8% |
3% |
| 9 |
Appointments made as a % of appointable repairs |
95% |
90% |
95% |
90% |
Joint KPIs
| KPI |
Measurement |
Target Description |
Lower contract standard |
Contract standard |
Quarter 1 |
| 10 |
% of properties with a valid Gas Safety Certificate |
99.9% |
99% |
99.9% |
99.8% |
| 11 |
% of one stop shop voids completed on time |
% returned within designated banding |
92% |
97% |
100% |
| 12 |
Complaints responded to within 10 days |
% responses within 10 days |
95% |
98% |
100% |