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Quarterly reports

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.

YHL-4825 Customer satisfaction with repairs
Customer satisfaction with repairs carried out

Quarter 1 (April to June 19) – 91%

Quarter 2 (July to September 19) – 90%

 

  • 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.
  • Satisfaction with repairs has dropped slightly but is still above target. Work that is currently underway with the Customer Service Centre is generating more positive results for this metric. The West Area Team Leader has been working with both the Customer Service Centre and Morgan Sindall to improve the quality of the information we get from Customers to diagnose the problems/repairs needed so that they can be more succinct in the information needed by the contractor to get the right materials and skills to resolve the problems/repairs as quickly as possible and giving the customer a more positive experience. This also has had an impact on reducing abortive visits. 

Average number of days to complete a repair
Average number of days to complete a repair

Quarter 1 (April to June 19) – 9.09 days

Quarter 2 (July to September 19) – 10.61 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.
YHL-4825 Number of complaints and compliments
Number of complaints and compliments

Compliments

Quarter 1 (April to June 19) – 24

Quarter 2 (July to September 19) – 39

 

Complaints

Quarter 1 (April to June 19) – 154

Quarter 2 (July to September 19) – 150

 

  • This measure looks at how many complaints and compliments Yorkshire Housing has received.
  • The overall service level for Q2 has increased by 1% compared to Q1 which is an increase of 3% compared to Q2 year before.  A decrease of 4 complaints raised in this quarter compared to Q1. This is a decrease of 86 compared to Q2 year before.  The percentage of complaints resolved at stage 1 has increased this quarter by 1% compared to Q1.
  • There were 15 more compliments this quarter compared to last quarter. Last quarter most compliments were about our Repairs and Investment department, whereas this quarter most compliments are about the Homeworks department.
Percentage of complaints handled within timescales
Percentage of complaints handled within timescales

Quarter 1 (April to June 19) – 94%

Quarter 2 – (July to September 19) – 94%

  • Yorkshire Housing has a target to close 95% of complaints within timescale. The timescales for complaints at stage 1 is 10 working days, whereas for stage 2 the timescale is 20 working days.
  • Repairs and Investment closed 56 complaints in Q2, 53 closed within timescale. R&I achieved 95% in service level in Q2 which was the same as Q1.  This service area has made a great improvement in September’s service level by achieving 100%.  Homeworks closed 26 complaints in Q2, 25 closed within timescale.   Homeworks achieved 96% in service level in Q2, this in an increase of 6% compared to Q1.  Neighbourhoods closed 19 complaints in Q2, 18 closed within timescale. Neighbourhoods achieved 95% in service level which is a decrease of 5% compared to Q1. Space Property closed 6 complaints in Q2, 4 closed within timescale achieving 67% in service level. Space Property had a decrease of 33% compared to Q1.

 

Satisfaction with handling of antisocial behaviour cases
Satisfaction with our handling of ASB cases

Quarter 1 (April to June 19) – 72%

Quarter 2 (July to September 19) – 58%

  • Yorkshire Housing uses a market research company called Explain to carry out customer satisfaction surveys. This measure shows a percentage satisfaction rate with our handling of Anti Social Behaviour cases. 
  • The satisfaction rates for our service continue to disappoint. So far this year (1st & 2nd quarters) 59% of customers surveyed gave a score 7-10 (Excellent), which compares with 69% for whole of previous 12 months. Reasons for the decline in overall satisfaction are difficult to identify. The number of completed surveys is historically low, though this could also distort figures in the opposite direction. Those giving 10 out of 10 is still the largest group, though the next largest group of customers give a very low score. Customers either think we are excellent or very poor, with little ‘middle ground’

    We still believe the key to sustained high satisfaction rates is regular contact with complainants. The re-structure and new Dynamics computer system will assist in focusing resources on this task and monitoring more closely what all our customers think of the service.

    Adam Greenwood (ASB Manager)

 

YHL-4825 Number of ASB cases tackled
Number of ASB cases tackled

Quarter 1 – 257

Quarter 2 – 335

 

  • These figures show the number of new cases reported by customers and logged on the system (first and second quarters and for each team). We have logged 592 new cases so far this year, which shows we are running at the same rate of new cases as last year. The type of ASB cases (the categories) is also unchanged from last year. We consistently report between 34-36% of new cases as about noise problems and 17-19% about threatening and harassing behaviour, which is the same first half of this year.