Performance
The attached provides an 'at a glance' view of our performance in respect of the current year up to the end of December 2009 against the WDH targets.
Highlights:
- At the end of December 2009, out of the 24,673 properties that have gas, all of them have had their annual service. It is vital that all homes with a gas service have it serviced by a qualified engineer at least once a year.
- WDH continues to work hard to reduce the amount of rent arrears owed. Current tenant rent arrears expressed as a percentage of the rent due is 3.3%. We work on a one-to-one basis with our tenants to help them maximise their income and pay their rent on time. Go to www.askted.org.uk to find out more;
- We have improved 2,494 properties in the first nine months of the year. Satisfaction with our partners, Keepmoat, Mears and Bullock increased to 97%, and;
- The percentage of complaints answered within our 10-day target has improved in December to 80% - this means that we are now on track to meet our 80% target. We aim to give you a written reply to your complaint within ten working days. If we cannot get back to you within that time we will write and explain why and tell you how long it will take.
Areas for improvement:
- Increasing the representation of minority groups in our workforce. We actively encourage applications from all sectors of the community. Please see our jobs section of the website for current opportunities;
- We measure the proportion of repairs that have been completed right first time. During the first nine months of the year we completed 83% of repairs right first time. Performance of 85% achieved during December maintained the recent improvement for this indicator.
- Reduce sickness levels within our workforce. We are reviewing all our policies to ensure we offer maximum support to employees. We also offer a wide range of services such as an on-site Occupational Health specialist.
We will publish our performance on a regular basis and keep you informed of our progress on these important areas.