Quarter 2 Performance – July to September 2018
Here you can see our quarterly reports that show how Yorkshire Housing is performing in a number of areas, to help you review how we are doing.
Customer satisfaction with repairs carried out
Quarter 1 (April to June 18) – 89%
Quarter 2 (July to September 18) – 89%
- Yorkshire Housing uses a market research company called Explain to carry out customer satisfaction surveys. Explain contact 475 customers a month to ask about their experience with a recent repair.
- Last quarter satisfaction with repairs was 89%. This has not changed into the second quarter so is still at 89%.
Average number of days to complete a repair
Quarter 2 (July to September 18) – 9.56 days
- This measure is based only on the completed repairs for the quarter, from the time the call reporting the repair is logged to when the repair has been completed.
- The average number of days to complete a repair has increased from the last quarter by 1.48 days.
- There was a changeover of contractors carrying out some Yorkshire Housing repairs in the Leeds and Bradford areas over the previous few months. This handover period has meant that it has taken longer for some repairs to be completed.
Percentage of repairs completed on time
Quarter 1 (April to June 18) –
Emergency 99% Urgent 93% Routine 95%
Quarter 2 (July to September 18) – Emergency 99% Urgent 97% Routine 98%
- Yorkshire Housing has three priority ratings for repairs; emergency repairs which we aim to complete within 24 hours, urgent repairs which we aim to complete within 7 calendar days, and routine repairs which we aim to complete within 28 calendar days.
- We have improved the percentage of repairs completed on time for the urgent and routine categories, and the emergency repairs category has remained the same.
- Work is being done with the Customer Service Centre and contractors to ensure that repairs are being prioritised correctly so that we can complete your repairs within the right timescales.
Number of complaints and compliments
Quarter 1 (April to June 18) – 42
Quarter 2 (July to September 18) – 40
Quarter 1 (April to June 18) – 240
Quarter 2 (July to September 18) – 236
- This measure looks at how many complaints and compliments Yorkshire Housing has received.
- There has been a decrease of 4 complaints logged this quarter compared to quarter 1 (last quarter) and an increase of 25 complaints closed this quarter compared to quarter 1.
- In quarter 1 most complaints were about our Neighbourhoods department (the team that let properties and manage areas) whereas this quarter most complaints were about the Repairs and Investment Team.
- We received 2 fewer compliments this quarter than last. This quarter the most compliments were received by the Customer Service Centre.
Number of antisocial behaviour cases tackled
Quarter 1 (April to June 18) – 294 cases tackled
Quarter 2 (July to September 18) – 365 cases tackled
- This figure is the number of antisocial behaviour cases that have closed in the quarter.
- Last quarter (quarter 1) 294 antisocial behaviour cases were closed. This quarter that figure is up to 365 antisocial behaviour cases closed. For the year, the number of antisocial behaviour cases opened and the number of cases closed do compare closely so this increase from quarter 1 to quarter 2 will be in line with the number of antisocial behaviour cases.
Number and percentage of lettable and unlettable voids
Quarter 1 (April to June 18)
Lettable voids – 155 (1.1%)
Unlettable voids – 48 (0.34%)
Quarter 2 (July to September 18)
Lettable voids – 152 (1.07%)
Unlettable voids – 48 (0.3%)
- This measure looks at how many empty properties we have, and the percentage of properties that are empty out of all of our stock (properties). Lettable voids are empty properties that are ready to let, or need some minor repairs doing to them before they can be let. Unlettable properties are empty properties that cannot be let because they need major repair works doing to them, they are having improvement works such as a new kitchen, or that we are disposing of. The percentage is calculated as the number of voids out of the total number of properties.
- There has been a slight decrease in the number of lettable voids from last quarter, and the number of unlettable voids has remained the same. The number of unlettable properties is effected by properties that are being disposed of, as disposing of properties can take a while so they will likely be included in more than one quarter.
- The highest number of empty properties was in our West area, covering Leeds and Bradford, but this is also the area with the most properties.