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.
.