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PCHA meets the criteria of the Charter Mark Standard. Charter Mark is an award demonstrating the achievement of national standard for excellence in customer service in United Kingdom public sector organisations

Performance

PCHA monitors its performance every month against a set of key targets. We have made customer service our priority, with the aim of improving our performance levels every year.

View our monthly performance for June 2010 (pdf 53kb)

View our monthly performance for July 2010 (pdf 53kb)


Annual performance against target

Repair performance

Target 09/10

2007/08

2008/09

2009/10

Emergency

96%

93.2%

98.8%

97.3%

Urgent

96%

95.5%

98.3%

97.4%

Routine

96%

94.7%

96.5%

94.6%

Overall satisfaction with repairs

80%

85%

82.9%

71.5%

Repairs completed first visit

75%

73%

75%

64.6%

Gas Servicing with valid safety certificate

100%

97%

98%

99%

Rent collection

Target 09/10

2007/08

2008/09

2009/10

Rent collection rate

100%

99.0%

99.5%

99%

Rent arrears outstanding over the year

5.50%

6.2%

5.8%

7%


Letting our properties

Target 09/10

2007/08

2008/09

2009/10

Percentage of total stock which was empty

1.2%

1.6%

2.8%

2.5%

Average time to re-let

32 days

34.4 days

30.0 days

70 days


Complaints

Target 09/10

2007/08

2008/09

2009/10

Complaints responded to within target time (10 working days)

95%

89%

74%

94%



Anti-social behaviour

Target 09/10

2007/08

2008/09

2009/10

Average number of days taken to resolve ASB cases

182

112

127

93 days

Number of ASB cases dealt with

n/a

364

383

538

PCHA is a member of HouseMark, the largest cross-sector housing benchmarking club in the UK.



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